Northeast Shared Services · 6 days ago
Customer Rep - Social Media
Schenectady, NY
Full-time
Onsite
Entry, Mid Level
$17.08/hr - $25.61/hr
2+ years expNortheast Shared Services is seeking a Shopper Experience Representative to provide world-class customer service in a dynamic communication center environment. The role involves handling customer inquiries, resolving issues, and delivering support for various consumer-facing services while collaborating with the Consumer Services team to enhance customer satisfaction.
Retail
Responsibilities
Deliver world-class support to our customers, stores, and fuel stations, ensuring timely and accurate communications in line with the company’s customer service standards. Communication channels include but are not limited to phone, email, live chat, physical mail, and social media
Provide direct assistance (technical and otherwise) with all customer-facing tools and resources, including but not limited to website, online account and profile maintenance, online shopping orders (pickup and delivery), e-catering, digital coupons, loyalty programs, marketing offers, gift card orders, and special-order requests. Escalate issues to Senior Reps, Consumer Services Leads or Managers when necessary
Serve as a brand ambassador through the delivery of courteous and professional communication that aligns with brand voice and corporate messaging initiatives; serve as a primary point of contact for customers engaging with the brand on social media, adeptly navigating platform-specific communication styles and nuances
Accurately document customer interactions in customer databases and maintain up-to-date records, contributing to ongoing improvements in data quality and customer insights
Be an advocate for our customers by taking ownership of assigned cases and finding quick, accurate resolutions to questions or concerns. Conduct independent research to assist customers (e.g. call stores on customer’s behalf, contact internal subject matter experts, dig into issues) when necessary. Communicate any barriers to customer resolution to department management
Create, maintain and update records in customer databases and loyalty card systems to reflect revisions resulting from name and address changes, new residents, new stores, and new marketing initiatives to ensure accuracy in targeted programs and related applications which are dependent on accurate customer identification and data collection
Stay informed on product recalls, store promotions, and other business updates to ensure customers are provided with current and accurate information
Adhere to all relevant data privacy laws and corporate policies when handling customer information and fulfilling data requests
Qualification
Required
Advanced Communication Skills: Exceptional verbal and written communication abilities, with expertise in adapting communication styles for various platforms, especially social media. English proficiency required; Spanish fluency a plus
Social Media Fluency: Savvy with interactions and correspondence on social media platforms; from hashtags to character limits, must have a working understanding of the tone and communication cadence of each identified network
Customer-Centric Mindset: Passion for delivering outstanding customer service and exceeding customer expectations in every interaction. Must have a positive, empathetic attitude and ability to 'read between the lines' to address customers' needs
Problem-Solving Ability: Knowledgeable in troubleshooting basic hardware, software, and/or connectivity issues; demonstrated aptitude for resolving problems efficiently while maintaining a positive and professional demeanor
Technological Proficiency: Comfortable navigating customer service software, CRM systems, and online customer-facing tools (e.g., apps, websites); proficient in Microsoft Office Suite
Attention to Detail: Able to handle complex customer requests accurately while ensuring data is meticulously recorded in internal systems
Adaptability: Thrives in a fast-paced environment with the ability to juggle multiple tasks and adapt to changing business needs
Team-Oriented: Works well in collaboration with team members to ensure consistent service levels and contributes to a positive team environment. Comfortable working as part of a large, diverse team comprised of both virtual and on-site employees
Reliability and Professionalism: Satisfactory performance reviews and attendance record; reliable transportation to corporate office location; ability to work with sensitive customer information and maintain confidentiality
High School diploma or equivalent required; college degree complete or in progress is a plus
Minimum 2-3 years B2C customer service experience required; retail or hospitality environment a plus
Minimum 1 year experience in a call center, virtual customer service, or CRM-based role
Demonstrated expertise in social media management and online review responses
Preferred
Familiarity with CRM systems and customer databases is a plus
Experience with online order management, loyalty programs, or digital customer service tools is a plus
B2B or B2C sales experience is a plus
Company
Northeast Shared Services
Northeast Shared Services proudly serves Price Chopper/Market 32 Supermarkets and Tops Markets
10001+ employees
H1B Sponsorship
Northeast Shared Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-11-09Acquired
Leadership Team
Scott Kessler
EVP, Chief Information Officer
Recent News
Albany Business Review
2025-03-04
Company data provided by crunchbase