Are you a social media enthusiast with a knack for problem-solving? If so, we have the perfect opportunity for you! As a Customer Support Intern at Mark Cuban Cost Plus Drug Company, you will play a vital role in managing and resolving customer issues and concerns on our social media platforms. You will work closely with our social media team to ensure our customers have a positive and seamless experience.
DUTIES & RESPONSIBILITIES:
- Monitor our company's social media channels, including Facebook, X/Twitter, Instagram, and Reddit, for customer inquiries and escalations.
- Monitor and handle direct email escalations that come from leadership or other teams in the company.
- Respond to customer comments, messages, and reviews in a professional and timely manner.
- Identify and prioritize customer issues that require immediate attention or escalate to the appropriate pharmacy team.
- Collaborate with our customer support team to gather information and resolve customer concerns effectively.
- Maintain a positive and empathetic tone in all interactions with customers.
- Document customer interactions and feedback for analysis and improvement.
- Assist in the development and implementation of social media escalation guidelines and procedures.
- Provide insights and feedback to the social media team for continuous improvement in customer service and engagement.
EDUCATION AND/OR TRAINING:
- Bachelor’s degree or currently enrolled in a bachelor’s program in Internet Marketing, Journalism, or related fields.
- SEO Training.
- Familiarity with social media management and listening tools like Hootsuite, Buffer or Sprout Social.
- Excellent knowledge of Facebook, X, LinkedIn, Instagram, and other social media best practices.
ADDITIONAL QUALIFICATIONS (OPTIONAL):
- Strong communication skills, both written and verbal.
- A passion for social media and a deep understanding of various social media platforms.
- Excellent problem-solving and decision-making abilities.
- Empathetic and customer-focused mindset.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Detail-oriented with a strong sense of accountability.
- Previous experience in social media management or customer service is a bonus but not required.