Customer Support Representative-Social Media

Job Description

Job Description

For those who want to keep growing, learning, and evolving. We at Kelly® hear you, and we’re here for you! We’re seeking a Social Media Care Specialist to work at a leading organization in Johnston, IA. Sound good? Take a closer look below. You owe it to yourself to consider this great new opportunity.

Pay Rate: $21.50/hour (CONTRACT for 2 years)Shift: New hire training hours are from 8am-4:30pm (3-5 weeks). After training, candidates must be willing to work any 8-hour shift between the hours of 11am-10:30pm AND work 1 Saturday or Sunday a month.

Key Responsibilities

• Deliver prompt, professional responses to customer support requests on social media and other digital channels.
• Address and resolve general product questions, parts inquiries, compatibility issues, and complaints (Ag, Residential & Commercial Turf, Golf products).
• Monitor and maintain the quality and accuracy of outbound content.
• Manage escalated issues, collaborate with supporting teams as needed, and provide managerial approvals.
• Conduct outreach to customers, building relationships and serving as the first point of contact for queries or concerns.
• Track and document all customer interactions in the CRM system to inform follow-up actions and deliver continual service improvement.
• Utilize advanced service scripts to clarify customer requirements and assist in detailed customer interviews.
• Stay current on product knowledge, organizational policies, and industry best practices.
• Support business operations on occasional holidays as required.

Required Skills & Experience

• 6+ months professional experience in customer service or support roles.
• Expertise with consumer software applications and multiple social media platforms (Facebook, Twitter/X, Instagram, YouTube, TikTok)
• Strong written and interpersonal communication skills, with a focus on negotiation and conflict resolution.
• Excellent troubleshooting and organizational skills.

Desired Qualifications

• Experience using social media for business purposes.
• Agriculture, turf equipment, or technology dealer channel knowledge.
• Prior work in agriculture, turf (mowers), or utility vehicles.
• Bachelor’s degree in Agriculture, Business, Communications, Marketing, or a related field.

Additional Information

• Interviews: Will include behavioral-based interviewing; candidates should be ready to share specific examples.
• Visa Sponsorship: Not available for this position, now or in the near future.
• Cross-Border Work: Not permitted.

Key Competencies

• Digital communication mastery
• Service excellence and sales acumen
• Rapport building and conflict navigation
• Customer focus and retention strategies
• In-depth questioning and needs analysis
• Initiative in ongoing education and development

What happens next

Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply to be Customer Support Representative today!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly®.

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.