Job Summary:
Serves as a Social Media Representative responsible for delivering a premier customer service experience through online engagement across NEXCOM’s official social media platforms. Acts as a direct point of contact for internal and external customers—including service members and their families—regarding feedback, inquiries, and concerns about their shopping experience. This position is responsible for responding promptly and professionally to comments, complaints, and compliments while driving customer satisfaction, engagement, and resolution.

Duties and Responsibilities:

Responds to customer inquiries, complaints, and feedback across various platforms (e.g., Facebook, Twitter, Instagram) within the designated timeframe.

Engages customers in a timely, accurate, and professional manner to resolve concerns and encourage positive discussion.

Tracks and follows up on Home Delivery Services and Special Orders to ensure issues are addressed and resolved to the customer’s satisfaction.

Provides real-time reporting on trends, customer issues, store-specific concerns, and promotional feedback.

Uses available resources and scripts to resolve issues and obtains additional information when needed.

Maintains effective written and verbal communication with internal stakeholders to ensure timely response and resolution.

Identifies and escalates sensitive issues with broader organizational impact to the Public Affairs Office (PAO) and informs customers of follow-up timelines.

Demonstrates advanced customer service skills, handling complex or sensitive situations tactfully and professionally.

Collaborates with Specialists to develop and refine social media strategies and content in response to customer feedback and emerging issues.

Partners with the Marketing Insights department to analyze customer research, competitor data, and market trends, providing input for marketing adjustments.

Demonstrates strong written communication skills with proper grammar and formatting; provides both templated and customized first-contact resolutions.

Recommends new templates and identifies emerging trends to enhance customer experience and issue resolution.

Applies sound judgment to resolve customer issues in a fiscally responsible and service-oriented manner.

Develops and executes strategic social media plans for assigned focus markets in alignment with NEXCOM’s social media policies and initiatives.

Performs other related duties as assigned.