Social Media Agent

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!
Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.
Step Up For Students offers an excellent benefits package:
SUFS Total Rewards
Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development
Position Overview
Social Media Agent will be responsible for promptly and effectively addressing customer complaints and concerns on various Social Media platforms, including Twitter, Facebook, and Instagram. They will be a key member of our customer experience team to ensure timely and satisfactory resolution of customer issues, while maintaining a positive demeanor. This role requires exceptional communication skills, a keen understanding of Social Media platforms, and the ability to handle escalated customer situations with empathy and professionalism.
This is a REMOTE position.
Essential Functions
Perform Customer Service Resolution tasks:

• Monitor and respond to customer complaints and inquiries on Social Media platforms such as Twitter, Facebook, and Instagram in a timely and professional manner.
• Review and analyze customer feedback to identify emerging trends or patterns and escalate issues to appropriate teams when necessary.
• Handle escalated customer complaints and provide personalized responses to ensure customer satisfaction.
• Collaborate with the customer service team to resolve customer issues efficiently while maintaining a consistent brand voice and tone.
• Conduct thorough investigations into complex customer complaints, gathering all relevant information to provide accurate and complete responses.
• Keep up-to-date with company policies, products, and services to provide accurate information and address customer concerns effectively.
• Identify opportunities to improve customer experience by analyzing feedback and proposing actionable solutions.
• Liaise with other departments, such as product development or quality assurance, to provide insights and suggestions based on customer feedback.
• Monitor and report on Social Media trends, including competitor activities and customer sentiment, to inform strategic decision-making.
• Stay informed about Social Media platform updates, changes, and best practices to optimize customer interactions and ensure compliance.

Participate in regular staff meetings, training/testing programs and leadership sessions:

• Seek and suggest efficiencies for manual and online entry operations.
• Identify processing deficiencies and initiate corrective actions by informing leadership.
• Research and identify potential application processing issues.
• Suggest ways to improve work processes, complaints and productivity.
• Identify personal internal/external education and/or training needs.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.
Minimum Qualifications
High School diploma and 1+ years of experience in customer service, financial services or educational industry. Associate’s degree preferred. Ability to type 40+ words per minute. Ability to process a minimum of 50 units per day. Microsoft Windows and Internet-based applications experience required. Bilingual in Spanish preferred.
Knowledge, Skills & Abilities

• Proficient with online chat functions. Must be able to navigate multiple computer systems while interacting with parents/students/providers.
• Proven customer service, operations support and problem resolution skills.
• A strong interest in continued learning and career advancement opportunities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Courteous and empathetic with strong customer service orientation.
• Ability to communicate effectively, both verbally and in writing, with individuals inside and outside the Organization.
• Ability to work independently with strong sense of focus, task -oriented, nonjudgmental, and clear sense of boundaries.
• Strong problem-solving and analytical skills to identify underlying issues and propose effective solutions.
• Ability to explain documentation requirements and overcome objections or obstacles on outstanding issues.
• Ability to think critically and make decisions using sound judgement, experience and existing tools/resources, including applicable rules/regulations.
• Must be willing to work in a collaborative, fast-paced, structured team environment and can adapt quickly to change.

Core Values
Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture.
Everyone is an asset.
Every event is an improvement opportunity.
Physical Demands
This position regularly requires the abilities of sitting, manual dexterity, grasping, talking, hearing, seeing and repetitive motions.
Work Environment
This position is remote.
Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.

Health savings account, Disability insurance, Health insurance, Flexible spending account, Tuition reimbursement, Paid time off, Vision insurance, 401(k) matching, Opportunities for advancement, Life insurance