Job Purpose

As a social brand ambassador in a customer facing role, the Social Media Customer Service Specialist is committed to identifying customer inquiries and needs within relevant social media conversations across social listening and multiple channels. Once identified, the Social Media Customer Service Specialist works with cross-functional teams, clients and/or vendor partners to ensure customer inquiries are addressed in a timely manner.

Primary Job Responsibilities

Customer Engagement and Case Management – 40%

• Prioritizes and responds to social media and review posts by customers, applicants, and vendors in adherence with compliance requirements and strict SLAs.
• Engagement in a B2B, B2B2C and D2C capacity across social channels including (but not limited to) customers, prospective clients, prospective applicants, employees, and partners.
• Determines appropriate course of action and escalates to respective teams, within a complex product and organizational structure.
• Owns the social case management process within the enterprise social media management tool.

Community Management – 40%

• Works to analyze and identify relevant social media conversations globally across social listening and multiple channels (e.g., managed accounts, online, third-party ratings and review sites).
• Leveraging a complex product and organizational structure, tags conversations appropriately to feed accurate and insightful reporting across lines of business, products, and regions.

Cross-functional Collaboration – 20%

• Collaborates with global cross-functional teams across the enterprise to ensure case resolution, including (but not limited to) claims operations, customer service, marketing/corporate communications, HR partners, and product/services/logistics teams.
• Serves as an important resource for regional and global leadership, providing social media best practices and information to key stakeholders identified through social listening.

Qualifications Required

• Bachelor’s degree in Marketing, Communications, New Media, Business or a combination of education and work-related experience
• Minimum of 2 years’ professional experience in marketing, communications, digital or social media

Other Requirements

• Excellent verbal, written, and interpersonal communication skills
• Ability to deal with ambiguity, under pressure and demonstrate resilience, without always having all the facts and data in the face of significant customer unhappiness
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Proven ability to manage multiple projects concurrently
• Strong attention to detail

12 - 9 PM EST

Core US holidays off.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/