Job Overview

This role supports consumer engagement activities by managing routine interactions and applying foundational judgment to resolve moderately complex issues under general supervision. They collect feedback, document issues, and support escalation processes to inform improvements. They maintain accurate consumer account and contact information to support ongoing engagement workflows. They suggest minor updates to processes or documentation based on recurring consumer observations. Their work contributes to reliable service delivery and supports positive consumer experiences.This role supports the US and Canada.

Accountabilities

Manage Routine Consumer Interactions

The role responds to routine consumer inquiries by providing accurate information using established procedures. The role collects required details to support timely handling of requests. The role contributes to consistent and positive consumer experiences.

Support Issue Research Using Standard Methods

The role investigates routine issues by reviewing account information and applying defined troubleshooting steps. The role escalates issues that exceed its scope with appropriate documentation. The role supports efficient issue progression toward resolution.

Collect and Document Consumer Feedback

The role gathers consumer comments, concerns, and requests and documents them accurately in designated systems. The role identifies recurring observations that may indicate potential improvement opportunities. The role ensures feedback is available to support service quality reviews.

Maintain Consumer Data Accuracy

The role enters and updates consumer and operational information according to data integrity guidelines. The role reviews entries for completeness and correctness. The role supports reliable reporting and follow‑up activities through accurate data.

Process Improvement

The role identifies minor inefficiencies or recurring issues encountered during daily work. The role suggests small updates to procedures or reference materials to improve clarity or effectiveness. The role contributes to continuous improvement efforts within the team.

Minimum Education & Requirements

Knowledge of standard or general customer service practices.
Knowledge of prominent social media platforms and how they function both publicly and privately.
Ability to work quickly and reliably with little oversight.
B.S. in Communications, Business Administration, Marketing, PR or English.
2 - 4 years of experience in a customer service role.
Previous experience with social media customer service preferred.

Consumer Engagement Specialist