Social Media Representative

Responsibilities

• Handle inbound calls and social media interactions for Golden Pet Customer Care
• Respond to comments and direct messages across multiple platforms in a timely, brand-aligned manner
• Resolve customer inquiries regarding products, shipping, billing, and orders
• Manage escalation calls and de-escalate challenging interactions
• Moderate comments, photos, and reviews across social platforms
• Document all customer requests and actions taken on accounts
• Support the leadership team with regular reporting and task tracking

Requirements

• 2+ years of customer service experience in a contact center setting
• High school diploma
• Proficiency with Windows-based applications, Google Suite, and Microsoft Office
• Strong written and oral communication skills
• Ability to work independently in a remote environment
• Strong de-escalation and problem-solving skills

Preferred Qualifications

• Experience in photo and comment moderation
• Working knowledge of call center systems and workflows

Benefits

• 100% employer-paid medical, dental, and vision premiums for employee-only plans
• Annual bonus and potential quarterly KPI bonuses
• 401k matching up to 3.5%
• 6 paid sick and mental health days
• Employee Stock Ownership Plan
• Reimbursements for personal cell phone and internet usage
• Professional development opportunities