Digital Customer Service

About The Role

Sitting at the intersection of product, marketing and customer support, you will be the voice of Banks Power: leading digital community engagement to drive growth and brand love across channels. You will reply to incoming social comments, and add to discussions on our Facebook, Instagram, YouTube and TikTok combined communities of 1.1MM+. This role includes customer support, and requires actively being "on" and engaging/responding to fans and customers, even at times on the weekend.

To succeed in this role, you will need to be very self-driven and proactive. You have experience managing large online groups, and are able to drive engagement and rally a community by answering questions and offering Banks' intelligent automotive-related insight. You're passionate about talking to users online and in real life. You should know the internet and social media culture inside and out, fluent in the latest online vernacular, tips and tricks. This position reports to Brand Manager.

What You'll Do

• Be able to explain how to best use our products, features and troubleshoot customer concerns.

• Respond to all comments daily on Facebook, Instagram, YouTube, TikTok, etc - identifying trending conversations to engage in, and strategically sparking more conversations.

• Be immersed in social conversations daily, apply social listening and see all notifications and tags, conversations and mentions - engaging with UGC and creators, flagging UGC for reposting.

• Work cross-functionally with teams like Engineering, Customer Service and Tech Support to relay user feedback and improve the Banks experience.

• Handle customer questions and complaints on social media, including public comments and DMs.

• Report and track brand sentiment; be proactive with ideas on how to foster affection for our brand, then execute and pivot quickly as needed.

• Assist with crisis management, negative reviews, and negative news communications. Forward serious complaints or issues to management for immediate resolution.

• Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, accurate address and appropriate freight amount.

• Other duties as assigned.

Minimum Qualifications

• A passion for social media and building online community

• A passion for automotive culture

• Mechanical and technical knowledge of gasoline and/or diesel engines

• High school diploma or equivalent, with minimum one year of proven experience in social media with a focus in community engagement activities

• Strong communications skills with good judgment, effective at writing engaging content, captions, DMs, conversations with influencers, etc, with grammatical accuracy

• Reliable, self-driven, and proactive, always proposing and trying new ideas

• Willingness to be on-call

• Outstanding problem-solving skills

• Ability to operate all office equipment

• The will to win

Hourly pay

$20-$24 USD

Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates' experience, education, and specific knowledge, skills, and abilities.

Benefits

• Medical, dental and vision insurance

• Company-paid basic life, AD&D and long-term disability insurance

• Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families

• 401(k) and 401(k) matching

• Vacation, Paid Time Off and Sick Leave

Perks

• A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members

• Open door policy, promote from within

• Veteran-friendly

• Health and wellness program (Wellness Wednesday, Fruit & Fiber Friday, onsite wellness screening and flu shots, massage, instructor-led exercise, etc)

• Employee Service and Recognition Program

• Food Truck Fridays, Holiday Luncheons, Family Fun Day

• Employee Referral Program

• Education Assistance Program

• Celebration of cultural heritage

• Friends & Family discount on our top-line power-enhancing products

• Employee discount programs that help you save on family entertainment and thousands of items

• And much more!

Company Description

Banks are engine people. In a world of companies making disparate parts, Banks engineers the entire engine, not just high performance parts. The proof of Banks' expertise is its list national championships and world records as well as the biggest military engine contract of the century. Of all the possible options, the U.S. military chose the Banks D866T engine for its high performance and durability. With over 65 years of breakthroughs and patents in high-performance gas and diesel engine development-including turbocharging and drivetrain, Banks has no rival.

To be a leader in aftermarket performance takes a tight-knit group of talented, like-minded people. We look forward to welcoming you to our award-winning team. Learn more about our company and career opportunities at Careers at Banks Power.

Banks Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Banks Power complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Positions with Banks Power require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Address: 546 Duggan Avenue, Azusa, CA 91702