Social Media Customer Support Representative

Job Title: Social Media Customer Support Representative

Location: Johnston, IA 50131 (Hybrid: Friday WFH Option)

Duration: 24 Months Contract with the possibility of extension

Pay Range: $19.00/hr - $21.00/hr. on W2

Shift:

Training: Monday–Friday, 8:00 AM–4:30 PM

After training: An 8-hour shift between 11:00 AM and 10:30 PM, including either Saturday or Sunday on a rotating schedule.

Job Description:

Social Media Care Team

Duties and Responsibilities:

The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction. This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.

Key Points:

• Role focuses on handling customer queries via social media and website reviews
• No phone support involved (100% written communication)
• Workload: 5–15 cases per day

Required (Must Have):

• Strong written communication skills (must-have)
• Experience in customer support or social media handling required.
• Candidate must have used social media professionally as part of a job, not just for their own personal accounts.
• Equivalent experience and recent graduates will also be considered.

Preferred (Not required - Only Nice to have):

• Degree in Communication, Media, Marketing, or related field preferred
• Professional social media experience is a plus

Additional Information:

• You will receive a bonus for staying with the company after 6 months, 12 months, and 24 months of employment.
• You will also receive pay raises after 6 months, 12 months, and 24 months based on your continued employment.