Social Channel Customer Service Lead - Chervon North America

Chervon is one of the world's largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.

Summary of Responsibilities:

The Social Channel Customer Service Lead is responsible for being highly detail-oriented and efficient while working in a fast-paced environment. The ideal candidate will proactively manage all types of consumer inquires on social media, helping to define, implement, and continuously improve our approach to consumer engagement. The role will work closely with the Customer Service Social Team Lead to moderate social platforms in a professional manner for various brands.

Duties and Responsibilities:

• Consumer Engagement

• Quickly scan content and provide both positive and constructive feedback to help consumers resolve their issues or inquiries.

• Maintain a comprehensive understanding of products and services to provide accurate information and solutions to consumers.

• Proactively identify potential consumer issues and work to address them, ensuring smooth and efficient interactions.

• Platform Moderation

• Efficiently manage time and prioritize tasks across multiple social platforms, ensuring timely, accurate, and brand-aligned responses.

• Demonstrate strong writing skills, crafting creative, unique, and professional responses that maintain brand consistency.

• Engage with consumers by identifying common concerns and effectively communicate known issues to the Social Team Lead for resolution.

• Collaboration:

• Exhibit the ability to work within a team environment while also demonstrating the ability to work independently, balancing individual contributions with collective goals.

• Work Closely with our IT team to ensure our CRM systems are leveraging the various enhancements to interact through chat, web to case, and social media successfully.

• Supports leadership and cross functional teams in various internal improvement projects and initiatives, contributing to team objectives and organizational goals as needed.

• Continuous Improvement:

• Identify opportunities for process improvement and automation to increase overall team efficiency and enhance consumer experiences.

• Regularly monitor and analyze social media trends and metrics to identify opportunities for innovation and engagement strategies.

• Reporting

• Analyze and report on various social media trends to track consumer behavior and improve engagement across all social platforms.

Education and Experience Requirements

• Bachelor's degree in business administration or technical education.

• Minimum 2-3 years of experience within a busy customer care center dealing with customers on social media preferred.

• Familiarity with outdoor power equipment, power tools or a major consumer product preferred.

• Strong process orientation and experience in knowledge management is a plus.

• Experience with CRM systems and BI tools.

• Basic understanding of safety, i.e., OSHA, DOT, HAZMAT, and FDA regulations is a plus.

• Bilingual English/Spanish or English/Chinese is a plus.

• Ability and availability to work irregular or extended hours including nights and weekends as needed.

Skills:

• Strong problem-solving skills and a proactive approach to overcoming challenges.

• Creative thinking and the capacity to offer innovative solutions.

• Proficient in IT and social media platforms, with the capability to manage electronic data effectively.

• Understand the tie between people, process, and technology.

• Excellent communication skills, both oral and written.

• Time management and organizational skills with the ability to work in a fast-paced environment.

• The ability to work independently and as a part of a team.

Supervisory Responsibilities:

This is an individual contributor role.

Work Environment:

Physical Demands

• Sitting for long periods of time

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, parental leave, a generous 401(k) match, an open PTO program and a hybrid work environment.

We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.

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