What are the responsibilities and job description for the Social Media Customer Service Representative position at Steelgem?
Steelgem provides marketing and admission support for Orange County’s best rehab and recovery treatment centers. Join our Customer Experience team and support people’s recovery journey from addiction, mental health, and substance abuse. Steelgem offices are located in Santa Ana. Our main office resides in the heart of downtown Santa Ana, close to multiple restaurants, bars, train stations, and parking areas. This job is on-site with working hours between 8am to 8pm, with weekend and holiday availability required.
Are you tech savvy and love to connect with people? We are seeking a Junior Social Media Customer Service Representative to join our team and provide exceptional service to customers across social media platforms. In this role, you will serve as the first point of contact for customer inquiries and concerns on platforms such as Facebook, Twitter, and Instagram. You will deliver timely, professional responses, assist with product information, and escalate complex issues when needed. Ideal candidates will have 1-2 years of customer service experience (call center or chat services), strong communication skills, and the ability to engage positively with clients. This position requires the ability to work independently, maintain a culture of care, and stay updated on company policies and services. Flexibility in working hours, including evenings and weekends, is essential.
About The Job
Job Type: Full-time with Benefits
Pay: $19.00 - $23.00 Per Hour, Advancement available based on both time and performance
The Pay Range For This Role Is
19 - 23 USD per hour(DataMind Marketing)
Are you tech savvy and love to connect with people? We are seeking a Junior Social Media Customer Service Representative to join our team and provide exceptional service to customers across social media platforms. In this role, you will serve as the first point of contact for customer inquiries and concerns on platforms such as Facebook, Twitter, and Instagram. You will deliver timely, professional responses, assist with product information, and escalate complex issues when needed. Ideal candidates will have 1-2 years of customer service experience (call center or chat services), strong communication skills, and the ability to engage positively with clients. This position requires the ability to work independently, maintain a culture of care, and stay updated on company policies and services. Flexibility in working hours, including evenings and weekends, is essential.
About The Job
- Monitor and respond to customer inquiries, comments, and complaints across social media platforms (e.g., Facebook, YouTube, Instagram) in a timely and professional manner.
- Provide accurate product information and assist customers with their inquiries, ensuring a positive online experience.
- Collect contact information and transfer complex issues to senior representatives or the admissions department for further resolution.
- Stay up-to-date with company policies, services, and product updates to offer accurate and relevant information.
- Analyze customer feedback on social media to identify trends and suggest improvements to enhance the customer experience.
- Maintain a positive online reputation for the company by ensuring high-quality customer interactions and resolving issues efficiently.
- Collaborate with team members to meet service goals and contribute to the overall success of the customer service department.
- Cross-train in the Customer Service Representative Call Center to understand the client journey and support the team
- 1-2 years in customer service in food service, retail, hospitality, or sales. Previous call center experience is not required!
- High School Diploma
- Strong spelling and grammar skills
- Strong verbal communication skills with a confident, trusting and empathetic tone
- 12 months of sobriety, if you have personal experience with rehab
- Salesforce
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- PowerPoint
- Facebook messenger
- YouTube messenger
- Yelp
- Instagram
- Medical, dental and vision insurance
- 401(k) plan
- 401(k) matching
- Paid vacation
- Paid sick time
- Paid holidays
- Parental Leave
- Life Insurance
Job Type: Full-time with Benefits
Pay: $19.00 - $23.00 Per Hour, Advancement available based on both time and performance
The Pay Range For This Role Is
19 - 23 USD per hour(DataMind Marketing)
Salary : $19 - $23
