Social Media Customer Relationship Specialist

📌 Core Information

🔹 Job Title: Social Media Customer Relationship Specialist

🔹 Company: TEKsystems

🔹 Location: Warren, MI, United States

🔹 Job Type: Hybrid

🔹 Category: Customer Service

🔹 Date Posted: April 24, 2025

🔹 Experience Level: 2+ years

🔹 Remote Status: On-site (local to Michigan, ideally Metro-Detroit area)

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional customer service through social media platforms
• Managing customer cases and ensuring operational metrics are met
• Proactively identifying sales leads and educating customers on product functionality
• Contributing to process improvements and efficiencies

ASSUMPTION: This role requires strong communication skills, adaptability, and the ability to multitask in a fast-paced environment. Previous experience in customer service and social media is crucial for success.

📋 Key Responsibilities

✅ Answer customer comments and questions on various social media platforms, including Facebook, Twitter, Instagram, Google Play, and App Store

✅ Create and manage cases for customers requiring more complex assistance

✅ Complete follow-up tasks and achieve operational metrics

✅ Adhere to standard work processes and contribute to process improvements

✅ Proactively identify sales leads and educate in-market customers on product functionality and services

✅ Accurately document customer interactions

✅ Provide proactive support to consumers requesting assistance with dealer, vehicle locates, and product concerns/inquiries

✅ Participate in required training and certifications to maintain technical knowledge and skills

✅ Utilize correct tools to efficiently manage concurrent activities

ASSUMPTION: This role involves a high volume of customer interactions, requiring strong multitasking and prioritization skills. Attention to detail and the ability to work independently are essential.

🎯 Required Qualifications

Education: Bachelor's Degree (ideally in English, Marketing, Business, Journalism, Communications, or a similar concentration)

Experience: 2+ years in a customer service-related profession and 1+ year of social platform experience in a job setting

Required Skills:

• Excellent communication skills, both written and verbal
• Strong problem-solving abilities
• Proven experience in customer service and social media
• Ability to multitask and prioritize workload
• Familiarity with social media platforms (Facebook, Twitter, Instagram, etc.)

Preferred Skills:

• Bilingual or multilingual skills
• Experience with CRM software
• Knowledge of the automotive industry

ASSUMPTION: While a Bachelor's Degree is preferred, relevant experience and skills may be considered in lieu of formal education.

💰 Compensation & Benefits

Salary Range: $18.00 - $19.00 per hour

Benefits:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Working Hours: Full-time, 40 hours per week

ASSUMPTION: The salary range provided is based on the job description and industry standards for similar roles in the Warren, MI area.

📌 Applicant Insights

🔍 Company Context

Industry: TEKsystems is a leading provider of IT services and talent management expertise, focusing on IT services, staffing services, and digital services.

Company Size: TEKsystems has 10,001+ employees globally, providing a large and diverse work environment.

Founded: TEKsystems was founded in 1983 and is headquartered in Hanover, MD, with additional offices in the United States, Europe, and Asia.

Company Description:

• TEKsystems helps clients activate ideas and solutions to take advantage of a new world of opportunity.
• The company works with over 6,000 clients, including 80% of the Fortune 500, across various industries.
• TEKsystems offers a range of services, including IT services, talent services, and real-world application, driving change and transformation for its clients.

Company Specialties:

• IT Services
• IT Talent Management Expertise
• Staffing Services
• Digital Services
• Advisory Services
• Co-led Services
• Enterprise Services
• DevOps and Automation
• Risk & Security
• Cloud Enablement and Migration
• Enterprise Applications
• Telecom Design and Implementation
• and Technology Operations

Company Website: TEKsystems

ASSUMPTION: TEKsystems' extensive experience and large client base provide opportunities for professional growth and diverse project exposure.

📊 Role Analysis

Career Level: This role is an entry-level to mid-level position within the customer service and social media management field.

Reporting Structure: The Social Media Customer Relationship Specialist will report directly to the Customer Service Manager or a similar role.

Work Arrangement: This is a hybrid position, requiring on-site work in Warren, MI, with the possibility of remote work for some tasks.

Growth Opportunities:

• Advancement to a Customer Service Team Lead or Manager role
• Transition to a specialized role within the customer service or social media management field
• Career progression within TEKsystems' broader IT services and talent management expertise

ASSUMPTION: Successful performance in this role may lead to opportunities for career advancement within the company.

🌍 Location & Work Environment

Office Type: TEKsystems' Warren, MI office is a hybrid work environment, combining on-site and remote work.

Office Location(s): 7437 Race Road, Hanover, MD 21076, US

Geographic Context:

• Warren, MI is located in the Metro Detroit area, offering a mix of urban and suburban living.
• The area provides various amenities, including shopping, dining, and entertainment options.
• Warren is home to a diverse population, with a mix of cultures and communities.

Work Schedule: Full-time, 40 hours per week, with a flexible schedule that may include evenings, weekends, and holidays to accommodate customer service needs.

ASSUMPTION: The hybrid work arrangement and flexible schedule allow for a balance between on-site collaboration and remote work, catering to different work preferences.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or virtual interview with the hiring manager
• Background check and reference verification
• Job offer and onboarding

Key Assessment Areas:

• Communication skills and customer service aptitude
• Problem-solving abilities and adaptability
• Familiarity with social media platforms and customer service best practices
• Cultural fit and alignment with TEKsystems' values

Application Tips:

• Tailor your resume and cover letter to highlight relevant skills and experiences for this role.
• Prepare examples of how you've handled challenging customer service situations in the past.
• Research TEKsystems and the automotive industry to demonstrate your understanding of the company and its clients.

ATS Keywords: Customer Service, Social Media, Communication, Problem Solving, Sales Leads, Documentation, Technical Knowledge, Customer Support, Efficiency Improvement, Case Management, Training, Proactive Support, Process Definition, Value-based Approach, Social Consumer Care, Marketing Support

ASSUMPTION: TEKsystems uses an Applicant Tracking System (ATS) to manage job applications. Including relevant keywords in your resume can help your application pass through the initial screening process.

🛠️ Tools & Technologies

• Social media platforms (Facebook, Twitter, Instagram, etc.)
• Customer Relationship Management (CRM) software
• Communication and collaboration tools (email, instant messaging, video conferencing)

ASSUMPTION: Familiarity with the mentioned tools and technologies is essential for success in this role. Training may be provided for specific software or platforms.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric: TEKsystems prioritizes exceptional customer service and experiences.
• Innovative: The company encourages creativity, adaptability, and continuous improvement.
• Collaborative: TEKsystems fosters a team-oriented work environment, promoting open communication and cooperation.

Work Style:

• Adaptable: Employees should be comfortable working in a dynamic and fast-paced environment.
• Proactive: TEKsystems values employees who take initiative and anticipate customer needs.
• Results-driven: The company focuses on delivering outcomes and achieving operational metrics.

Self-Assessment Questions:

• Do you have strong communication skills and the ability to connect with customers on social media platforms?
• Are you comfortable working in a fast-paced environment and managing multiple tasks simultaneously?
• Do you share TEKsystems' commitment to exceptional customer service and continuous improvement?

ASSUMPTION: TEKsystems values employees who align with its customer-centric culture and are committed to delivering exceptional customer experiences.

⚠️ Potential Challenges

• Handling high volumes of customer inquiries and comments on social media platforms
• Managing customer cases and ensuring operational metrics are met
• Adapting to changes in processes and workflows
• Working evenings, weekends, and holidays to accommodate customer service needs

ASSUMPTION: These challenges can be overcome with strong communication skills, adaptability, and a commitment to exceptional customer service.

📈 Similar Roles Comparison

• Compared to other customer service roles, this position focuses more on social media management and less on traditional phone or email support.
• Within the automotive industry, this role may have unique challenges and opportunities related to product-specific inquiries and concerns.
• Career progression in this role may follow a similar path to other customer service and social media management positions, with opportunities for advancement to team lead or manager roles.

ASSUMPTION: Understanding the unique aspects of this role and its industry context can help applicants tailor their application and prepare for the interview process.

📝 Sample Projects

• Developing and implementing a social media customer service strategy for a new product launch
• Analyzing social media metrics to identify trends and optimize customer service performance
• Collaborating with cross-functional teams to resolve complex customer issues and improve processes

ASSUMPTION: These sample projects illustrate the range of responsibilities and initiatives that a Social Media Customer Relationship Specialist might undertake in this role.

❓ Key Questions to Ask During Interview

• How does TEKsystems support the professional development and growth of its customer service team members?
• What are the most challenging aspects of this role, and how can I best prepare for them?
• How does TEKsystems measure success for this position, and what key performance indicators (KPIs) should I focus on?
• What opportunities are there for collaboration with other teams or departments within TEKsystems?
• How does TEKsystems ensure work-life balance for its employees, particularly in a hybrid work arrangement?

ASSUMPTION: Asking thoughtful questions during the interview process demonstrates your interest in the role and provides valuable insights into the work environment and company culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant skills and experiences for this role.
• Prepare examples of how you've handled challenging customer service situations in the past.
• Research TEKsystems and the automotive industry to demonstrate your understanding of the company and its clients.
• Follow up with the hiring manager or HR representative one week after submitting your application to inquire about the status of your application.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.