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Social Media Care Specialist

Markham, ON, Canada Req #1280

June 9, 2021

Role: Social Media Care Specialist

Status: Full Time

Department : Customer Operations, EHCS

Reports to: Manager, Back-Office Customer Operations & Customer Experience

Location: Birchmount (Markham)

Hours: Shift 1: 10am-6pm, Shift 2: 2:00pm-10:00pm, please state your preference when applying

As a Social Media Care Specialist, your primary responsibilities include managing customer account inquiries; using your understanding of the customer environment, customer influences, decision makers and business challenges to both provide guidance around and enhance customer relationships. You will create and retain customer loyalty by establishing rapport with escalated customer's while liaising with different internal groups to assist in the reduction of business and client operational pain points. You will lead discussions with internal team on complaint volumes, resolution techniques, and will interact directly with 3rd party appliance service provider to ensure all customer service gaps are identified and solutions are provided.


  • Monitor all owned social media channels including Facebook, Twitter, LinkedIn, and Google My Business Reviews
  • Provide customer care to existing and prospective customers, addressing escalations/grievances and responding to inquiries about products and services

o To engage with positive and negative posts

o May include engaging proactively in conversations with brand mentions (if appropriate)

  • Be a brand steward by communicating transparently and in a genuine tone while correcting any misinformation using training/Care tools

o Must exercise judgment and have personalized conversations

  • Manage online reputation by mediating public comments, hiding inappropriate posts based on social guidelines
  • Actively manage Social Studio queues by appropriately tagging and closing posts
  • Provide feedback on customer engagement and satisfaction levels, making recommendations on areas of key concern
  • Record and track detailed customer interactions and transactions
  • Research, analyze and providing resolution to customer billing complaints
  • Work with partners to schedule customer payment arrangements
  • All other duties as assign by manager


  • University degree and/or related professional work experience
  • 3+ years of call center experience or similar customer facing role
  • Social Media experience
  • Experience interacting with, and resolving all types of customer questions or escalations through email/written correspondence or telephone
  • Excellent communication and interpersonal skills both written and verbal
  • Communicates information timely and effectively, providing clarity and direction
  • Ability to multi-task a wide range of tasks and easily adapts to change
  • Process oriented with focus on deadlines, accuracy and productivity
  • Ability to effectively interact with business partners in both group and one-on-one settings
  • Demonstrated ability to influence others without direct authority
  • Acts as a change agent; involving self and team in developing and executing change for business success.
  • Strong knowledge of Clarify CRM or other CRM and/or billing systems
  • Proficient with the MS Office suite of products; Excel, Word, PowerPoint

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