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.

WORK EXPERIENCE:

• 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.

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