Social Media Customer Care Representative

Social Media Customer Care Representative: Become the Newest Member of the VF Family

The Social Media Customer Care Representative empowers our consumers to live active lifestyles by sharing product knowledge and providing superior customer support on social media platforms, while maintaining a unified brand voice.

How You Will Make a Difference:

Provide excellent customer service by communicating and responding to inquiries and posts from customers over multiple social media platforms such as Facebook, Instagram and Twitter. Resolve customer concerns and diffuse escalated customer situations posted on social media. Engage with customer comments in a courteous, timely and professional manner. Follow up with customers by email and phone as needed, ensuring first contact resolution through problem solving and effective service handling. Identify and report key trends and issues from social media sites and update information and responses based on those trends. Establish customer needs by asking opened ended questions. Stay up to date with latest social media best practices and technologies. Cross train to provide back up support to the ecommerce customer service teams as needed. Additional duties and projects related to the role as assigned, dependent on business needs.

Years of Related Professional Experience: Minimum of one year of related experience, 2+ years of customer service experience preferred. Experience in social media, public relations, or professional writing a plus.

Educational/ Position Requirements:

• High school diploma or equivalent education; Associate's degree preferred

• Excellent written communication skills with strong attention to grammar and sentence structure

• Strong understanding of various social media channels

• Ability to provide a positive customer experience in writing and over the phone

• Proficient computer skills with the ability to learn new software

• Customer service oriented with the ability to meet customer expectations and establish effective customer relationships

• Ability to multitask, learn quickly, and pivot priorities as needed

• Must be a self-starter, able to work independently with a proactive working style

• Strong attention to detail

• Positive attitude with the desire to succeed and exceed customer expectations

• Ability to establish rapport, builds relationships and loyalty with customers

Special Physical and/or Mental Requirements:

• May require sitting and use of keyboard/computer with a use of a phone headset.

• May require overtime as needed to meet demand/schedule.

• Flexible work schedule may be required to accommodate demand associated with peak season, extended hour, weekends and some holidays.

Hiring Range:

$15.20 USD - $19.00 USD per hour

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at peopleservices@vfc.com. VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.