Customer Support Representative ( Social Media )

Job Title: Customer Support Representative II Location: Johnston, IA Duration: 24 + Months ( Contract/Temp with the possibility of extension) Shift: 1st Shift Pay Range: $19.50/hr Job Description: We are seeking a Customer Support Representative II to join our Social Media Care team. This role is responsible for providing front-line support to customers through social media, email, and web platforms. The ideal candidate will be a strong communicator who can resolve customer inquiries, manage online interactions professionally, and ensure a high level of customer satisfaction. Key Responsibilities: Respond to customer inquiries via social media, email, and website channels Monitor designated social media platforms and engage with customers in a timely and professional manner Troubleshoot product-related issues and provide accurate solutions Handle customer complaints and escalate when necessary Document all customer interactions clearly and accurately Review and approve outbound content for quality and accuracy Maintain a positive brand image in all public-facing communications Required Qualifications: Minimum 6+ months of customer service or support experience Strong written communication skills Experience using social media platforms (e.g., Facebook, Instagram, X, YouTube, TikTok) Basic technical troubleshooting skills Strong interpersonal and conflict resolution abilities Proficiency with computer systems and multiple software applications Ability to work flexible hours, including weekends and occasional holidays Preferred Qualifications Experience managing social media for business purposes Background in technical, agriculture, or equipment-related industries Familiarity with CRM or customer support tools Bachelor’s degree in Business, Communications, Marketing, or related field Work Schedule & Training: Training will be conducted Monday–Friday, 8:00 AM – 4:30 PM Training includes 2–3 weeks of classroom learning followed by hands-on mentoring Post-training shifts will be 8 hours within the 7:00 AM – 6:00 PM window Weekend work (Saturday or Sunday) will be required on a rotating basis (LH-R7) Employment Type: Full Time Salary: $19 - $20 Hourly Bonus/Commission: Yes