Job Description
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Job Title:  Customer Service Representative
Req Id:  3926
Posting Start Date:  7/17/26

GS is seeking an enthusiastic Social Care Agent to act as a brand advocate throughout multiple social media platforms. This person will work closely with the HGS social media customer care leadership to address help promote client’s products, make sales, and drive membership and enrollment through customer engagement across multiple social media channels. Social Care Agents are tech savvy, digital natives who understand the importance of responding to these messages in as near real time as possible. The ideal candidate is driven, creative, has excellent multi-tasking skills, strong grammar, punctuation and writing skills and experience with managing social media and/or online communities.  

 

ORGANIZATIONAL PLACEMENT: 

Reports To: Team Leader, Social Media Operations Manager and Director of HGS Operations 
Job Description: 

Schedule 

This is a 24/7 process 365 days; with schedule-based operations. The candidate should be open to early morning, general, afternoon or night shift work including weekend working or split days off.  

 

Principal Duties and Responsibilities: 

  • Responsible for promoting membership enrollment, working to retain disgruntled members, and cross/upselling of brand products and services 

  • Responsible for customer support and answering questions via multiple social media channels on behalf of the brand while utilizing HGS social media management tools. 

  • Listening, monitoring, responding and engaging with customers within an established timeframe set by the client. 

  • Become an advocate for the company across multiple social media channels, engage in social media conversations and answer questions where appropriate. 

  • Identifying trends happening on multiple social media channels as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately. 

  • Identify how customers compare clients to competition on social media.  

  • Responsible for data quality, reporting, calibrations, and general social media customer care. 

  • Will act as a liaison to address urgent corporate engagement needs.   

  • Assist HGS Leadership with any special projects as required. 

  • Manage the day-to-day draft/approval for Brand Affinity related responses by team 

  • Demonstrate a strong interest in how brands engage on platforms like Facebook, TikTok, Instagram/Threads, X, Pinterest, and YouTube with other social media platforms 

  • Work effectively in a large team environment and collaborate with people of all job levels 

  • Target engagement building on each reply 

 

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to: 

  • Promote teamwork and cooperative effort. 

  • Help train and give guidance to other HGS employees as needed. 

  • Maintain a clean, safe, and unobstructed work area, and practice good safety habits. 

  • Provide internal and external customers with the highest quality service. 

 

What We're Looking For: 

  • Sharp Eyes: You can spot a trends miles away 

  • Social Savvy: Close to pop culture, social media trends, new gen lingo  

  • Cool Head: You stay calm under pressure and handle sensitive content with discretion. 

  • Tech Savvy: Comfortable navigating various online platforms and tools. 

  • Team Player: Work well with others and contribute to a positive team culture. 

  • Word Wizardry: Masterful social language skills, spelling, grammar, and reading skills. 

  • Emotional Ninja: Strong emotional intelligence and resilience. 

  • Content Conqueror: Comfortable reviewing internet content. 

  • Logic Legend: Sharp problem-solving skills. 

  • Shift Shapeshifter: Available to work various shifts. 

  • Windows Whiz: Experienced with Windows operating systems 

  • Typing Dynamo: Ability to type 25 wpm. 

  • Attendance Ace: Predictable and reliable attendance. 

  • Bilingual - Spanish: Reading, Writing, Communication is good.  

 

 

Minimum jOB Requirements: (Education, Experience, Skills) 

 

  • High school diploma 

  • 2 – 3 years of customer service and/or customer relations experience required. 

  • Ability to handle multiple tasks in a fast-paced environment with solid time management skills and the ability to self-manage and prioritize workflow. 

  • Minimum typing speed of 35 wpm. 

  • Demonstrated ability to communicate effectively both verbally and in writing. 

  • Demonstrated ability to follow a process from beginning to end. 

  • Ability to continually increase efficiency while maintaining strong quality standards. 

  • Strong working knowledge of various social media platforms. 

  • Ability to comprehend social speech and text jargon. 

  • Strong knowledge of computer applications including Facebook, Twitter, Instagram, YouTube, Pinterest, Microsoft Office, Google Chrome, Internet Explorer, Apple Technology such as iPads, and Cell phone applications like shopping or dining apps. 

  • Identify potentially negative or crisis situations and escalate as appropriate while applying conflict resolution principles to mitigate issues. 

  • Scheduling flexibility with the ability to work up to midnight and/or weekends in a PR crisis. 
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