Responsibilities

• Monitor Instagram, Facebook, and other designated social media platforms for comments, questions, mentions, tags, and direct messages.
• Respond to customer comments and inquiries in a timely, friendly, professional, and brand appropriate manner.
• Engage naturally with followers to encourage conversation and strengthen the relationship between customers and the brand.
• Identify potential sales opportunities and customer purchase intentions within comments and direct messages.
• Proactively connect interested customers with the appropriate sales or DTC team member for personalized assistance and follow-up.
• Answer general questions regarding products, availability, sizing, collections, store locations, website navigation, and other commonly requested information.
• Escalate complex customer service concerns, complaints, order issues, or sensitive communications to the appropriate department.
• Monitor comments and conversations for inappropriate, offensive, spam, fraudulent, or potentially damaging content and take appropriate action according to company guidelines.
• Track social medial inquiries and referrals when appropriate to help determine engagement, lead generation, and resulting sales.
• Identify recurring customer questions, concerns, product requests, and feedback and communicate trends to management.

Requirements

• Bachelor’s degree in marketing, communications or related field preferred.
• Strong written communication skills with excellent spelling, grammar, and attention to detail.
• Comfortable and experienced using Instagram and Facebook, including comments, direct messages, mentions, and other engagement tools.
• Naturally personable and comfortable communicating with customers online.
• Strong customer service mindset with an understanding of how engagement can contribute to sales.
• Ability to recognize when a conversation should be escalated rather than handled independently.
• Excellent judgement professionalism, and discretion.
• Ability to communicate in a manner consistent with an established brand voice.
• Highly organized and able to manage multiple conversations and follow ups simultaneously.
• Experience in fashion, apparel, luxury retail, e-commerce, customer service, social medial, or sales is preferred.

Preferred

• Bachelor’s degree in marketing, communications or related field preferred.
• Experience in fashion, apparel, luxury retail, e-commerce, customer service, social medial, or sales is preferred.
• Familiarity with social media management and reporting tool is a plus.

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance