Digital Customer Engagement Team Manager at Great HealthWorks

Digital Customer Engagement Team Manager

Job Description

How You Will Make an Impact

Digital Customer Engagement, Team Manager will maintain a working knowledge of Great HealthWorks operational policies and procedures, products, services, promotions, and brand ambassadors
Communicate the company's purpose, core values, and vision to customers
Digital Customer Engagement, Team Manager will leverage respective Customer Experience/Relationship Management platforms to respond to customer concerns across digital and social media channels
Ensure brand security by analyzing incoming issues to determine potential impact, and triage/escalate potential brand-damaging complaints/issues
Digital Customer Engagement, Team Manager will recognize and lasting impact of social/digital channel communication, by always exercising good judgment when responding to customers
Digital Customer Engagement, Team Manager will effectively document product or service concerns in a timely manner by clarifying the customer's issue and determining the cause of concern
Select and execute the best solution with high quality, speed, empathy and accuracy while also utilizing brand tone & voice guidelines to ensure consistency across channels (email, social media)
Demonstrate awareness of and responsiveness to high-profile issues in the social/digital space

What We Offer

Amazing opportunities for career progression
Dynamic, fun, entrepreneurial and diverse culture
Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
Health and wellness are a top priority - committed to self-care
401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
2 Company-Wide Breaks, Summer & Winter
Generous Paid Time Off and Paid Holidays
Sick Time
Personal Time
Employer Paid Life Insurance
Health Savings Account (company contributes $30 bi-weekly)
Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
Employee Assistance Program
Business casual atmosphere - jeans and sneakers are okay by us

What You Bring to the Table

3 or more years of high-volume customer service experience
High School Diploma or equivalent; some college a plus
Proficient using Microsoft Office
Deep understanding of call center operations, systems, and processes
Experience managing social communities or providing online support for brands or organizations
Working knowledge of social media platforms and Messaging Applications (Facebook/Messenger, Twitter, Instagram, WhatsApp, LiveChat, YouTube, TikTok)
Familiarity with customer relationship, social media, and brand reputation management software applications and practices
Omni-Channel Call Center or Service Desk Experience

EOE, DFWP

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