Responsibilities:
At H-E-B, we believe that every person counts and this applies to not just our customers, but each Partner that makes up the Social Care Team. We are a service-oriented team that monitors all of the social media channels for H-E-B to help respond to customers, monitor trends and cross-collaborate with our e-commerce and marketing teams. The ideal candidate is someone who is passionate about helping others with empathy, is proficient using multiple social media channels or has some experience working in our stores or customer care roles.
As a Social Medica Care Rep, you'll serve our customers and Partners by monitoring and responding to customers across social media channels like Facebook, YouTube, Twitter & Instagram, plus review sites like Google and Yelp.
Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources-People-drive the innovation, growth, and success that makes H-E-B The Greatest Omnichannel Retailing Company.
Do you have a:
HEART FOR PEOPLE... willingness to go above and beyond to help Customers and your work Team?
HEAD FOR BUSINESS... a desire to work in a fast-paced, hands-on environment?
PASSION FOR RESULTS... drive and initiative to resolve Customer issues?
We are looking for:
- natural customer service skills / qualities
- ability to contribute positive energy
What is the work?
cial media support best practices and crafting responses that are
brand appropriate and relevant to the customer
- Strong communication skills, with a priority on writing for social media platforms
- Ability to assess customer’s sentiment and escalate when necessary
- Recognize and escalate customer issues to the appropriate Partners
- Identify opportunities and gaps in existing processes, recommending proactive responses or other opportunities to better serve our customers
- Elevate the brand by using social media support best practices and crafting responses that are brand appropriate and relevant to the customer
- Ability to translate processes and technical information for our website and app into clear, useful, simple language to problem solve for customers when technical difficulties should arise
- Demonstrated proficiency in social media platforms such as Facebook, Twitter, Instagram,
- YouTube and review sites like Yelp
Stay up to date with the latest social media best trends and platforms
What is your background?
- 1+ years experience in Social Media customer service or brand messaging or previous
experience as an H-E-B Partner
Do you have what it takes to be a fit as an H-E-B Contact Center Representative?
- Communication skills
- Organization, time-management, and attention to detail skills
- Ability to contribute positive energy
- Eagerness to learn and demonstrate proper phone / email etiquette
- Team performance mentality
- Natural customer service qualities
Can you...
- Function in a fast-paced, retail, office environment
- Work extended hours / rotating schedules, if needed; sit for extended periods
01-2016