Customer Service & Social Media Support Specialist

Company Description

Job Description

This role provides multi-channel customer support through email, chat, phone, and social media. The Customer Service & Social Media Support Specialist resolves customer questions and complaints, documents cases, and helps maintain a positive brand image online. The position is ideal for someone detail-oriented, skilled in conflict resolution, and comfortable managing a high volume of inquiries in a fast-paced environment.

• Respond to customer communications promptly via phone, email, chat, letters, and social media

• Resolve sensitive issues using negotiation and problem-solving skills, escalating when necessary

• Document and update cases in the customer tracking system until resolution

• Collaborate with District Managers, Store Managers, and internal teams to resolve customer concerns

• Moderate and respond to social media comments in line with brand and escalation policies

• Proven conflict management, analytical, and problem-solving skills

• Excellent verbal and written communication with active listening abilities

• Ability to multitask, prioritize, and manage time effectively in a high-volume environment

• Proficiency with PC systems, email platforms, and Microsoft Word/Excel; accurate typing skills

• Quiet, professional workspace with high-speed internet for video meetings and chat support

• Social media moderation experience

• Ability to separate emotion and respond objectively when handling customer concerns

• Strong teamwork and flexibility to take on special projects or additional duties

• Role supports customer satisfaction across multiple communication channels

• Opportunity to strengthen brand image through professional, timely resolution of issues

• Requires ability to multitask and handle high-volume inbound/outbound interactions

YUPRO Placement is the nation’s leading skills-first placement firm placing and promoting historically overlooked talent into permanent hire, apprenticeship, and contract job assignments. We represent clients who support skills-first inclusive hiring practices. YUPRO Placement is an equal opportunity employer.