Social Media Representative

Golden Pet Brands

Social Media Representative supporting Golden Pet Brands’ pet-product customers through inbound calls and social media. Resolving orders, complaints, escalations, and community interactions.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $17 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service orientation with the ability to manage conflicts and high-stress situations using de-escalation techniques. Proficient in handling inquiries across multiple platforms while maintaining attention to detail and adherence to company policies.

Highest-signal resume keywords

Customer Service ExperienceDe-Escalation SkillsConflict ResolutionCommunication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Problem-SolvingCritical ThinkingOrder FulfillmentAccount ManagementData Documentation

Soft Skills

Active ListeningEmpathyOrganizational SkillsAdaptabilityTeam Collaboration

Tools & Technologies

Windows-Based ApplicationsGoogle SuiteMicrosoft OfficeCall Center Systems

Industry Keywords

Contact CenterCustomer SatisfactionQuality AssuranceSocial Media ManagementPolicy Compliance

About the role

Key responsibilities & impact

Assist customers with product, shipping, billing, order, and account inquiries
Split duties between inbound calls and social media interactions
Respond to comments and direct messages across multiple platforms in a timely, professional, and brand-aligned manner
Handle regular and escalated inbound calls using strong de-escalation skills
Use multiple systems simultaneously to resolve inquiries efficiently
Research issues, determine root causes, and explain suitable solutions
Address complaints and offer solutions or alternatives
Support cancellation reconsideration by communicating benefits, deals, and promotions
Correct and update customer information and document account requests and actions
Fulfill customer orders and assist with order status, shipping, refunds, exchanges, and reships
Meet contact center performance metrics, including quality assurance, customer satisfaction, schedule adherence, call duration, and retention
Provide feedback to management on products, trends, and customer issues
Follow communication procedures, guidelines, and policies
Assist representatives with guidance and day-to-day support
Manage escalation calls and escalate complex issues appropriately
Monitor and manage social media interactions according to community guidelines
Ensure communications reflect the company voice, image, and values
Moderate comments, photos, and reviews across blog posts, surveys, and social platforms
Conduct comment and message sweeps for policy compliance
Monitor brand-page response times and escalate urgent items
Update saved responses and correct formatting or spelling errors for macro projects
Maintain feedback documents and reports
Support leadership with regular reporting and task tracking
Document recurring customer issues, insights, and trends for process improvement
Provide side-by-side support and act as a resource for peers

Requirements

What you’ll need

Strong customer service orientation
Strong understanding of phone etiquette
Proficiency with basic computer applications, including email, word processing, and web browsers
Ability to manage and resolve conflicts and high-stress situations using de-escalation, active listening, empathy, and clear communication
Maintain strict confidentiality regarding customer information
Strong critical thinking and problem-solving skills
Strong written and oral communication skills
Ability to adapt quickly in a fast-paced environment
Ability to work autonomously and manage tasks in a remote environment
Excellent attendance and punctuality; regular attendance is essential
Ability to shift between inbound calls and social media management based on business needs
Strong attention to detail and accuracy
Ability to manage job-related stressors
Ability to establish and maintain effective working relationships
Ability to contribute to a positive working environment and exemplify company values
Exceptional organizational and leadership skills
2+ years of customer service experience in a contact center setting
High school diploma
Preferred: proficiency with Windows-based applications, Google Suite (Sheets, Docs), Microsoft Office, Excel, and Word
Preferred: working knowledge of call center systems and workflows
Preferred: experience in photo and comment moderation

Benefits

Comp & perks

Comprehensive healthcare coverage – 100% of premiums covered for medical, dental, and vision plans for employee-only plans
Annual bonus
401(k) contributions matched up to 3.5%
6 paid sick and mental health days
Employee Assistance Program
Free weekly yoga and meditation classes
Additional mental health benefits
Employee Stock Ownership Plan
Reimbursements for a portion of personal cell phone and internet usage for eligible employees
Professional development opportunities with mentorship and continuous learning programs
Performance-based pay increases
Charity sponsorships and community impact opportunities
Potential for quarterly KPI bonuses