Digital Customer Service

About The Role

Sitting at the intersection of product, marketing and customer support, you will be the voice of Banks Power : leading digital community engagement to drive growth and brand love across channels. You will reply to incoming social comments, and add to discussions on our Facebook, Instagram, YouTube and TikTok combined communities of 1.6MM+. This role includes customer support, and requires actively being "on" and engaging / responding to fans and customers, even at times on the weekend.

To succeed in this role, you will need to be very self-driven and proactive. You must have experience managing large online groups, and are able to drive engagement and rally a community by answering questions and offering Banks' intelligent automotive-related insight. You're passionate about talking to users online and in real life. You should know the internet and social media culture inside and out, fluent in the latest online vernacular, tips and tricks. This position reports to Marketing Manager.

What You'll Do

• Be able to explain how to best use our products, features and troubleshoot customer concerns.
• Respond to all comments daily on Facebook, Instagram, YouTube, TikTok, etc - identifying trending conversations to engage in, and strategically sparking more conversations.
• Be immersed in social conversations daily, apply social listening and see all notifications and tags, conversations and mentions - engaging with user-generated content (UGC) and creators, flagging UGC for reposting.
• Work cross-functionally with teams like Engineering, Customer Service and Tech Support to relay user feedback and improve the Banks experience.
• Handle customer questions and complaints on social media, including public comments and DMs.
• Report and track brand sentiment; be proactive with ideas on how to foster affection for our brand, then execute and pivot quickly as needed.
• Assist with crisis management, negative reviews, and negative news communications. Forward serious complaints or issues to management for immediate resolution.
• Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, accurate address and appropriate freight amount.
• Other duties as assigned.

Minimum Qualifications

Hourly pay

21-$24 USD

Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates' experience, education, and specific knowledge, skills, and abilities.

Benefits

Perks

Company Description

Banks are engine people. In a world of companies making disparate parts, Banks engineers the entire engine, not just high performance parts. The proof of Banks' expertise is its list national championships and world records as well as the biggest military engine contract of the century. Of all the possible options, the U.S. military chose the Banks D866T engine for its high performance and durability. With over 65 years of breakthroughs and patents in high-performance gas and diesel engine development-including turbocharging and drivetrain, Banks has no rival.

To be a leader in aftermarket performance takes a tight-knit group of talented, like-minded people. We look forward to welcoming you to our award-winning team. Learn more about our company and career opportunities at Careers at Banks Power.

Banks Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Banks Power complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Address : 546 Duggan Avenue, Azusa, CA 91702