Social Media Customer Relationship Specialist

📌 Core Information

🔹 Job Title: Social Media Customer Relationship Specialist

🔹 Company: TEKsystems

🔹 Location: Warren, Michigan

🔹 Job Type: Full-time

🔹 Category: Customer Service

🔹 Date Posted: 2025-07-28

🔹 Experience Level: Entry Level

🔹 Remote Status: Hybrid (Remote after training)

🚀 Job Overview

Key aspects of this role include:

• Providing customer support through social media platforms
• Managing customer cases and ensuring operational metrics are met
• Proactively identifying leads and educating customers on product functionality
• Working in a team of 50+ within a company of 90,000+ employees

ASSUMPTION: This role is focused on customer support and communication, with a strong emphasis on social media platforms. It requires a balance of proactive and reactive support, with a focus on case management and customer education.

📋 Key Responsibilities

✅ Answer inbound comments from customers on social media platforms, including Facebook, Twitter, Instagram, Google Play, and App Store

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

✅ Create and manage 'cases' for customers needing more complex assistance

✅ Manage existing case load, complete follow-up tasks, and achieve operational metrics

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

✅ Effectively and accurately document customer interaction

ASSUMPTION: This role involves a high volume of customer interactions, requiring strong communication skills and the ability to multitask and prioritize cases effectively.

🎯 Required Qualifications

Education: Bachelor’s Degree Required

Experience: 1+ years’ experience supporting customers in a professional setting

Required Skills:

• Excellent communication skills, both written and verbal
• Strong problem-solving skills
• Ability to commute and train at the office in Warren, MI
• Proficient in using social media platforms

Preferred Skills:

• Previous experience in customer service or a related field
• Familiarity with case management software

ASSUMPTION: While a Bachelor's Degree is required, relevant experience in customer service or a related field may be considered equivalent. Proficiency in using social media platforms is crucial for this role.

💰 Compensation & Benefits

Salary Range: $18.00 - $19.00/hr. This is an entry-level position, and the salary range is competitive for the industry and location.

Benefits:

• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO), vacation, and sick leave
• Paid holidays
• Employee assistance program (EAP)
• Transportation benefits

Working Hours: Full-time, 40 hours per week. Shift bids occur quarterly.

ASSUMPTION: The salary range provided is an hourly rate, which is typical for entry-level customer service positions. Benefits are standard for a company of this size and industry.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting. TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions to take advantage of a new world of opportunity.

Company Size: 10,001+ employees. As a large company, TEKsystems offers a wide range of opportunities for career growth and development.

Founded: 1983. TEKsystems has over 35 years of experience in the IT industry, providing a stable and established work environment.

Company Description:

• TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions to take advantage of a new world of opportunity.
• The company offers a range of services, including IT services, talent services, and real-world application.
• TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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: https://www.teksystems.com

ASSUMPTION: TEKsystems is a well-established company in the IT industry, offering a wide range of services and opportunities for career growth and development.

📊 Role Analysis

Career Level: Entry Level. This role is an excellent starting point for a career in customer service or a related field.

Reporting Structure: This role reports to the Customer Service Manager within the Social Media Customer Relationship team.

Work Arrangement: Hybrid. This role is primarily remote, with occasional on-site training and meetings in Warren, MI.

Growth Opportunities:

• With experience and strong performance, there may be opportunities for advancement within the Fortune 50 company.
• The company offers a wide range of services, providing opportunities for career growth and development in various areas.
• TEKsystems is a large company, with a high number of job openings and internal mobility opportunities.

ASSUMPTION: As an entry-level role, this position offers a solid foundation for a career in customer service or a related field. With strong performance and relevant experience, there may be opportunities for advancement within the company.

🌍 Location & Work Environment

Office Type: Hybrid. The primary office is located in Warren, MI, with occasional on-site training and meetings required.

Office Location(s): 7437 Race Road, Hanover, MD, USA; Western Road, Maxis 2, Bracknell, Berkshire RG12 1RT, UK; Taikoo Place, 979 Kings Road, Level 18, Cambridge House, Quarry Bay, Hong Kong

Geographic Context:

• Warren, MI is a suburb of Detroit, offering a mix of urban and suburban living.
• The cost of living in Warren, MI is relatively affordable compared to other major metropolitan areas in the United States.
• The area offers a variety of cultural, recreational, and entertainment options, with Detroit being a short drive away.

Work Schedule: Full-time, 40 hours per week. Shift bids occur quarterly.

ASSUMPTION: Warren, MI offers a mix of urban and suburban living, with a relatively affordable cost of living compared to other major metropolitan areas in the United States. The work schedule is typical for a full-time customer service role.

💼 Interview & Application Insights

Typical Process:

• Online application and resume submission
• Phone or video screening with the hiring manager
• In-person or virtual interview with the hiring manager and team members
• Background check and offer extension

Key Assessment Areas:

• Communication skills, both written and verbal
• Problem-solving skills
• Customer service experience and skills
• Familiarity with social media platforms
• Ability to commute and train at the office in Warren, MI

Application Tips:

• Highlight relevant customer service experience and skills in your resume
• Tailor your cover letter to the specific role and company, emphasizing your fit for the position
• Prepare examples of how you have handled challenging customer service situations in the past
• Research the company and the role to demonstrate your understanding and enthusiasm during the interview

ATS Keywords: Social Media, Customer Service, Customer Support, Communication, Problem Solving, Case Management, Product Knowledge, Proactive Support, Customer Education

ASSUMPTION: The application process for this role is typical for a customer service position, with a focus on communication skills, problem-solving skills, and customer service experience.

🛠️ Tools & Technologies

• Social media platforms (Facebook, Twitter, Instagram, Google Play, App Store)
• Case management software (specific software may vary)
• Communication and collaboration tools (email, instant messaging, video conferencing)

ASSUMPTION: As a customer service role focused on social media platforms, proficiency in using social media platforms and case management software is crucial. Communication and collaboration tools are also essential for effective teamwork and collaboration.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Accountable
• Respectful

Work Style:

• Customer-focused
• Team-oriented
• Adaptable
• Results-driven
• Continuously learning

Self-Assessment Questions:

• Do you have strong communication skills, both written and verbal?
• Are you comfortable working in a fast-paced, dynamic environment?
• Do you have experience using social media platforms and case management software?
• Are you able to commute and train at the office in Warren, MI?

ASSUMPTION: TEKsystems values a customer-centric, innovative, collaborative, and accountable work environment. Candidates should be customer-focused, team-oriented, adaptable, results-driven, and continuously learning to thrive in this role.

⚠️ Potential Challenges

• The role may require working evenings, weekends, or holidays to cover customer inquiries on social media platforms
• Customer interactions may be challenging or emotionally taxing at times, requiring strong coping skills and resilience
• The role may involve working with a high volume of customer inquiries, requiring strong time management and prioritization skills
• The role may require occasional on-site training and meetings in Warren, MI, which may be inconvenient for some candidates

ASSUMPTION: As a customer service role focused on social media platforms, this position may involve working non-standard hours and handling challenging customer interactions. Candidates should be prepared for these potential challenges and have strong coping skills and resilience.

📈 Similar Roles Comparison

• This role is focused on customer support through social media platforms, which is unique compared to traditional customer service roles
• As an entry-level position, this role offers a solid foundation for a career in customer service or a related field
• TEKsystems is a large company with a wide range of services, providing opportunities for career growth and development in various areas

ASSUMPTION: This role is unique compared to traditional customer service roles due to its focus on social media platforms. As an entry-level position, it offers a solid foundation for a career in customer service or a related field, with opportunities for growth and development within the company.

📝 Sample Projects

• Managing a high volume of customer inquiries on social media platforms, ensuring all cases are resolved efficiently and effectively
• Developing and implementing a proactive customer education strategy to reduce incoming inquiries and improve customer satisfaction
• Collaborating with cross-functional teams to improve customer service processes and workflows

ASSUMPTION: As a customer service role focused on social media platforms, this position involves managing a high volume of customer inquiries and developing proactive customer education strategies. Candidates should be prepared to handle these types of projects and have strong collaboration skills.

❓ Key Questions to Ask During Interview

• What are the most challenging aspects of this role, and how can I best prepare for them?
• How does this role fit into the overall customer service strategy for the company?
• What opportunities are there for growth and development within the company for this role?
• How does the company support work-life balance for employees in this role?
• What are the most important qualities and skills for success in this role, according to the hiring manager?

ASSUMPTION: During the interview, candidates should ask thoughtful questions to demonstrate their interest in the role and the company. These questions should focus on the challenges and opportunities of the role, as well as the company's culture and values.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume to highlight relevant customer service experience and skills
• Write a cover letter emphasizing your fit for the role and the company
• Prepare examples of how you have handled challenging customer service situations in the past
• Research the company and the role to demonstrate your understanding and enthusiasm during the interview
• Follow up with the hiring manager one week after the interview to express your continued interest in the position

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