Social Media Agent

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.

Step Up For Students offers an excellent benefits package:

SUFS Total Rewards

Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development


JOB SUMMARY
The Social Media Agent will provide comprehensive support to all Step Up For Students customers, including parents, providers, and schools, while handling escalated issues and concerns on various social media platforms, including X (formerlyTwitter), Facebook, and Instagram. This role involves effectively utilizing various tools to identify customer needs, responding promptly to customer queries, and collaborating with internal departments to enhance customer services.
KEY RESPONSIBILITIES
◦ Retains and maintains knowledge of all scholarship programs through training, researching and staying up to date on all program changes and SUFS communications.
◦ Monitor and respond to customer complaints and inquiries on social media platforms such as X (formerly Twitter), Facebook, and Instagram in a timely and professional manner.
◦ Review and analyze customer feedback to identify emerging trends or patterns and escalate issues to appropriate teams when necessary.
◦ Serves as the first point of contact for escalated issues, reviews customer escalations, determines appropriate resolution steps, and effectively communicates updates both externally and internally.
◦ Partners with internal and external stakeholders to ensure a seamless line of communication, fostering strong relationships that contribute to efficient issue resolution.
◦ Reviews, researches, and responds to escalation tickets in the Social Media Inbox, ensuring timely and professional communication with internal and external partners.
◦ Keep up-to-date with company policies, products, and services to provide accurate information and address customer concerns effectively.
◦ Monitor and report on social media trends, including competitor activities and customer sentiment, to inform strategic decision-making.
◦ Stay informed about social media platform updates, changes, and best practices to optimize customer interactions and ensure compliance.
◦ Participate in regular staff meetings, training/testing programs and leadership sessions.
◦ Identify process deficiencies and initiate corrective actions by informing leadership.
◦ Ability to explain documentation requirements and overcome objections or obstacles on outstanding issues.
◦ Maintains detailed records of escalations, actions taken, and outcomes, ensuring accurate documentation and reporting for future reference and analysis.
◦ Identifies and reports any suspected fraudulent activities or red flags within customer inquiries, ensuring that each case is addressed appropriately with the relevant teams.
◦ Communicates ongoing feedback on processes, changes, and communications, while demonstrating Cognitive Emotional Management (CEM) skills and practical knowledge to enhance service quality.
◦ The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.
EDUCATION & EXPERIENCE
REQUIRED:
◦ High School diploma and 2 + years of experience in customer service, financial services, or educational industry OR an equivalent combination of education and experience.
◦ Experience with Microsoft Windows and internet-based applications required. Must be able to navigate multiple computer systems while interacting with clients.
◦ Ability to type 40+ words per minute.
PREFERRED:
◦ Associate degree in business or related field.
◦ Bilingual in Spanish preferred.
KEY COMPETENCIES
◦ Proficient with online chat functions. Must be able to navigate multiple computer systems while interacting with parents/students/providers.
◦ Exhibits professional behavior.
◦ A strong interest in continued learning and career advancement opportunities.
◦ Ability to prioritize multiple tasks in a fast-paced environment.
◦ Courteous and empathetic with strong customer service orientation.
◦ Ability to communicate effectively, both verbally and in writing, with individuals inside and outside the Organization.
◦ Ability to work independently with strong sense of focus, task -oriented, nonjudgmental, and clear sense of boundaries.
◦ Ability to explain documentat