Customer Support Representative-Social Media

Customer Support Representative-Social Media

We at Kelly® hear you, and we're here for you! We're seeking a Social Media Care Specialist to work at a leading organization in Johnston, IA. Sound good? Take a closer look below. You owe it to yourself to consider this great new opportunity.

Pay Rate: $21.50/hour (CONTRACT for 2 years)

Shift: New hire training hours are from 8am-4:30pm (3-5 weeks). After training, candidates must be willing to work any 8-hour shift between the hours of 11am-10:30pm AND work 1 Saturday or Sunday a month.

• Deliver prompt, professional responses to customer support requests on social media and other digital channels.
• Address and resolve general product questions, parts inquiries, compatibility issues, and complaints (Ag, Residential & Commercial Turf, Golf products).
• Monitor and maintain the quality and accuracy of outbound content.
• Manage escalated issues, collaborate with supporting teams as needed, and provide managerial approvals.
• Conduct outreach to customers, building relationships and serving as the first point of contact for queries or concerns.
• Track and document all customer interactions in the CRM system to inform follow-up actions and deliver continual service improvement.
• Utilize advanced service scripts to clarify customer requirements and assist in detailed customer interviews.
• Stay current on product knowledge, organizational policies, and industry best practices.
• Support business operations on occasional holidays as required.

• 6+ months professional experience in customer service or support roles.
• Expertise with consumer software applications and multiple social media platforms (Facebook, Twitter/X, Instagram, You Tube, Tik Tok)
• Strong written and interpersonal communication skills, with a focus on negotiation and conflict resolution.
• Excellent troubleshooting and organizational skills.

• Experience using social media for business purposes.
• Agriculture, turf equipment, or technology dealer channel knowledge.
• Prior work in agriculture, turf (mowers), or utility vehicles.
• Bachelor's degree in Agriculture, Business, Communications, Marketing, or a related field.

• Interviews:
  Will include behavioral-based interviewing; candidates should be ready to share specific examples.
• Visa Sponsorship:
  Not available for this position, now or in the near future.
• Cross-Border Work:
  Not permitted.

• Digital communication mastery
• Service excellence and sales acumen
• Rapport building and conflict navigation
• Customer focus and retention strategies
• In-depth questioning and needs analysis
• Initiative in ongoing education and development

Once you apply, you'll proceed to next steps if your skills and experience look like a good fit. But don't worry—even if this position doesn't work out, you're still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what's next in your career is what we're all about, so let's get to work. Apply to be Customer Support Representative today!