• Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools. • Review and moderate social media posts, ensuring accuracy and removing inappropriate or off-brand material. • Deliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers. • Communicate using the client’s brand voice and tone across all interactions. • Create, follow up on, and escalate cases in the system as needed. • Maintain strong product knowledge to provide accurate and helpful responses to customers. • Demonstrate strong written communication by using correct grammar and word choices. • Complete high-quality, detail-oriented work by following established SOPs. • Manage incoming calls related to social media inquiries and support the broader customer service phone lines during high-volume or event-driven periods. • Accept and apply feedback with a willingness to adapt communication styles as appropriate.