Customer Support Representative – Social Media Care Team
Location: Johnston, IA (Onsite Monday–Thursday; Work from Home Friday–Sunday option)
Schedule: First Shift | Weekend Availability Required
Duration: W2 Contract – 24 Months
Pay Rate: $21.50/hour
**Visa Sponsorship: Not available now or in the future**
Position Overview
The Social Media Care Team provides front-line customer support for product-related questions, concerns, and technical issues. Representatives support customers through social media, email, and web-based channels while documenting interactions and delivering high-quality customer service.
This role has a strong focus on social media engagement, including monitoring designated platforms, responding to customer inquiries, and reviewing outbound content for accuracy and quality.
Schedule & Training
Training Schedule
- Monday–Friday
- 8:00 AM – 4:30 PM
- Includes:
- 2–3 weeks of classroom training
- Additional hands-on training and mentoring
Post-Training Schedule
- Must be available to work an 8-hour shift between:
- 11:00 AM and 10:30 PM
- Shift schedules may fluctuate based on business needs and call volumes.
- Weekend work is required.
- Candidates will be assigned either Saturday or Sunday shifts on a rotating monthly schedule.
- Occasional holiday work may be required.
Key Responsibilities
- Provide customer support through social media, email, and web channels.
- Monitor designated social media platforms.
- Respond to customer inquiries and support requests.
- Review and approve outbound social media content for quality and accuracy.
- Document all customer interactions accurately.
- Troubleshoot and resolve customer concerns.
- Deliver exceptional customer service while maintaining customer satisfaction and retention.
Common Customer Inquiries
- Product questions, availability, and compatibility
- Agriculture equipment concerns
- Residential and commercial turf equipment issues
- Golf equipment inquiries
- Product complaints and troubleshooting
- Parts and publications lookups
- Loyalty Rewards programs
- General customer experience questions
Required Qualifications
- Minimum 6 months of customer service or customer support experience.
- Strong written communication skills.
- Excellent interpersonal communication, negotiation, and conflict resolution skills.
- Strong computer and troubleshooting skills.
- Comfortable using consumer software applications.
- Experience using social media platforms, including:
- X (Twitter)
- YouTube
- TikTok
- Ability to work occasional holidays.
- Ability to work variable schedules, including weekends.
Preferred Qualifications
- Experience using social media for business purposes.
- Experience working within agriculture or technology dealer channels.
- Knowledge of:
- Agriculture equipment
- Turf equipment and mowers
- Utility vehicles
- Bachelor’s degree in:
- Agriculture
- Business
- Communications
- Marketing
- Related field
Additional Information
- Retention bonuses are available after 6, 12, and 24 months of employment.
- Pay increases are available after 6, 12, and 24 months of employment.
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