Social Media/Customer Advocate Associate (PM Hours)

Remote Opportunity for J.Crew's Care Center

**Must live local to San Antonio, TX or surrounding counties due to equipment pickup**

OVERVIEW:

Social Media/Customer Advocate Associates are responsible for providing elevated, personal, and thoughtful service to our customers via social media, phone, email and chat for J.Crew, J.Crew Factory, and Madewell. This highly specialized team assists with escalated inquiries, as well as with order placement, item fit and styling advice. They collaborate regularly with our corporate office team members on social campaigns by sharing customer sentiment in addition to providing reporting as needed. While working from home, these associates will go through an extensive 4-month training program, beginning with handling basic inbound contacts before being cross-trained for our Social Media/Customer Advocate team. This is an elevated role within our Customer Care team with high visibility and high-performance expectations.

DESCRIPTION:

• Engage with social media community, including Facebook, Twitter, Instagram, LinkedIn and Tik Tok, by providing thoughtful and personal responses to each customer
• Assist customers with handling customer-service related issues via social media, phone, email and chat
• Resolve escalated customer inquiries from Customer Care and Retail team through strong problem-solving abilities
• Proactively shares customer feedback with leadership team
• Ability to make analytical decisions in the moment to assist customers efficiently and effectively
• Respond to and own resolution for requests from our Executive team
• Moderate online product reviews across all 3 brands
• Route PR requests or solicitations to appropriate team members
• Maintain quality, sales, and efficiency standards
• Starting rate of at least $17 per hour (varies with experience)

QUALIFICATIONS:

• Required to successfully complete all initial and ongoing training/workshops from a virtual, at-home environment.
• Passionate about providing an elevated customer experience
• Experience using and understanding social media platforms
• Demonstrates excellent communication skills – both verbal and written (will be required to pass a writing assessment)
• Proven success meeting all deadlines
• Displays a strong capability to gather, present and analyze information
• Proficient in PC computer navigation and ecommerce as well as experience with Microsoft Office (Word, Excel, etc.)
• Works independently, efficiently, and with a high level of professional integrity
• Typing speed of 40 WPM or better
• Previous social media moderation (Sprout is a plus), retail or customer service experience
• Flexible with weekly schedules and willing to adjust as business needs dictate
• Stable high speed cable internet connection with unlimited data and minimum speed of 50 mpbs (monthly reimbursement stipend available) is required
• High School Diploma or Equivalent (college degree a plus)

WORK SCHEDULE:

• Regular part-time and full-time second shift hours
• Must be available to work an 8 hour shift on Saturday and/or Sunday
• Additional hours during peak holiday season are required as dictated by business needs
• Must be able to complete all required training sessions

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.