The Impact you’ll Make:
The Social Media Care Supervisor will lead a team of specialists who handle customer care-related inquiries through our social media channels. Our Social Media Care team handles inbound customer-related inquiries at all stages of the rental experience for our Avis, Budget, Payless, and Budget Truck brands. This position is responsible for the day-to-day leadership of the team and ensuring focus on providing knowledgeable, courteous, and professional service to our customers. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.
What you'll do:
Essential Duties and Responsibilities
- Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; improving employee engagement; addressing complaints; and resolving problems in accordance with the company policies.
- Using our social media platform to conduct social listening and track sentiment. Identify threats and opportunities in user-generated content. Discern when to take an issue offline.
- Stay current with the latest social media trends, best practices, and emerging platforms.
- Ensures that staff performance complies with established procedures and meets or exceeds performance standards by employing management practices that promote customer loyalty and protect the company brand and the integrity of the customer service function.
- Monitors representatives’ responses, technical accuracy, and conformity to company policies when addressing questions about service, products, and account status.
- Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, accurately and timely. Creates or generates performance reports.
- Maintains thorough knowledge of the company website, company policies, and procedures.
- Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback on the customer experience.
Supervisory Responsibilities
The supervisor is responsible for the social media customer care team by providing strategic direction, coordination, and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs. Manages the representatives' performance and provides them with training, mentoring, performance expectations, performance appraisals, and career path opportunities. The attainment of KPIs, customer survey feedback, QA scores, and NPS metrics will measure success.
What we are looking for:
Qualifications (may vary by level)
Preferred Experience
- Preferred candidate will have an Associate’s or Bachelor's degree
- High school diploma or equivalent is required
- Minimum of 3 years supervisory experience; Contact center preferred.
- Preferred candidate will have at least 3 years of previous social media experience using systems like Sprinklr, Sprout Social, or similar in a customer care environment.
- Preferred candidate will have prior experience leading and managing remote/WFH employees.
- Previous project management experience preferred.
Required Knowledge, Skills, and Abilities
- Excellent communication (verbal and written), interpersonal, and presentation skills.
- Strong leadership, decision-making, and problem-solving skills.
- Strong coaching, employee engagement/retention, and training skills.
- Advanced knowledge and experience in MS Office applications preferred.
- Strong familiarity with social media platforms with an understanding of leveraging them for customer care purposes.
- Flexible, innovative, and able to manage staff, responsibilities, and priorities in a fast-paced and time-critical environment.
- Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems.
- Ability to work under pressure, independently, and as part of a team.
- Organized and detail-oriented with excellent follow-up skills.
- Punctual and regular attendance is an essential function of this position.
Travel Requirements
Minimal travel is required.
Perks you’ll get:
- Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
- Community involvement opportunities
Who are we?
Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.
The fine print:
Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.
This role requires the ability to lift up to 15 pounds and enter and exit vehicles. This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.
TulsaOklahomaUnited States of America