Entry Level Social Media Support

Job Title: Entry Level Social Media Support

Location: Johnston, IA 50131

Assignment Length: 24 Months (Possible Extension)

Pay Rate: $19.50/hr. on w2

Shift: 1st shift

Note: Candidate will work on-site in Johnston, IA five days a week with the option to work from home on Friday through Sunday.

Note:

This position offers a retention bonus after 6, 12, and 24 months of employment.

This position offers pay increases based on 6, 12, and 24 months of employment.

Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.

SPECIAL CONSIDERATIONS:

Must be able to work first shift with weekend hours. New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks classroom, and an additional few weeks of on-the-job training & mentoring with an experienced technician. After training, candidate must be able to work an 8hr shift within the hours of 7 am and 6 pm. The exact 8hr shift will fluctuate based on volumes and business need. After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule.

PRIMARY RESPONSIBILITIES & DUTIES:

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.

COMMON QUESTIONS INCLUDE:

-General product questions, availability, compatibility

-Ag, Residential and Commercial Turf, and Golf product issues/complaints

-Parts and publications lookups

-Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

-Skills in interpersonal communications, negotiation, and conflict resolution.

-Effective written communication skills.

-6 months experience with customer service / support experience.

-High comfort level and experience with consumer software applications.

-Experience with multiple forms of Social Media (Facebook, Twitter/X, Instagram, YouTube, TikTok)

-Strong computer and troubleshooting skills.

-Ability to work off-shift hours and occasional holidays to support the business

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

-Prior work history with using Social Media for business purposes

-Prior work experience in Agriculture or Technology dealer channels

-Knowledge of agriculture, turf (mowers) and utility vehicles

-Bachelor’s degree in agriculture, Business, Communications, Marketing, or a similar discipline.