Customer Support Representative – Social Media Care Team
Location: Johnston, IA 50131
- Onsite Monday–Thursday; Remote Friday–Sunday
Job Type: W2 Contract
Duration: 24 Months
Pay Rate: $21.50/hour
About the Role
Our client is seeking a Customer Support Representative to join their Social Media Care Team. This role provides front-line support to customers by responding to product inquiries, troubleshooting issues, and delivering solutions that enhance customer satisfaction. Support is delivered through social media platforms, email, and web-based channels, with a strong emphasis on social media engagement and content review.
This is a contingent position with no current expectation of conversion to full-time employment. However, contingent workers may apply for available full-time opportunities through the company’s career site.
Schedule & Training
- Initial training: Monday–Friday, 8:00 AM–4:30 PM
- Training duration:
- 2–3 weeks of classroom training
- Additional on-the-job training and mentoring
- After training:
- Must be available to work an 8-hour shift between 11:00 AM and 10:30 PM
- Shift schedules may vary based on business needs and customer volume
- Weekend work required, with rotating Saturday or Sunday assignments
Compensation & Benefits
- Hourly pay rate: $21.50/hr
- Retention bonuses available after:
- 6 months
- 12 months
- 24 months
- Pay increases available after:
- 6 months
- 12 months
- 24 months
Key Responsibilities
- Respond to customer inquiries through social media, email, and website channels
- Monitor designated social media platforms and engage with customers
- Provide technical support and general product information
- Document customer interactions accurately and thoroughly
- Review and approve outbound social media content for quality and accuracy
- Resolve customer issues while maintaining a positive customer experience
Common Customer Inquiries
- Product availability and compatibility questions
- Agricultural equipment, lawn and turf, commercial equipment, and golf product support
- Product concerns and complaints
- Parts and publications research
- Customer experience inquiries
- Loyalty and rewards program support
Required Qualifications
- Minimum 6 months of customer service or customer support experience
- Strong written communication skills
- Excellent interpersonal, negotiation, and conflict-resolution skills
- Comfortable using consumer software applications and technology
- Experience using social media platforms, including:
- X (Twitter)
- YouTube
- TikTok
- Strong computer and troubleshooting skills
- Ability to work occasional holidays as needed
Preferred Qualifications
- Experience using social media in a professional or business setting
- Experience within agriculture, technology, dealer, or equipment-related industries
- Knowledge of agricultural equipment, turf equipment, or utility vehicles
- Bachelor’s degree in Agriculture, Business, Communications, Marketing, or a related field
Work Environment
- Onsite in Johnston, IA Monday through Thursday
- Option to work remotely Friday through Sunday
- Must be comfortable working flexible shifts, evenings, weekends, and occasional holidays based on business needs
Ideal candidates will have strong customer service experience, excellent written communication skills, social media savvy, and the ability to effectively support customers across multiple digital channels.
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