Overview:
Delaware North is hiring a full-time Social Media Customer Care Supervisor to join our team in Buffalo, New York. As a Social Media Supervisor, you will be responsible for overseeing the daily operations and performance of the social customer care team. If you are analytical, strategic, and thrive in a dynamic environment, we encourage you to apply.
Additional Details:
We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:
- Weekly pay
- Training and development opportunities
- Employee discounts
- Flexible work schedules
Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement.
Responsibilities:
- Participate in live chat by engaging with agents, answering questions, and supporting troubleshooting and research needs
- Track and analyze team performance metrics, including response times, resolution rates, and customer satisfaction, while providing actionable feedback
- Deliver onboarding and ongoing training sessions, and create training materials and best practice resources
- Review customer interactions to confirm compliance with company policies, procedures, and quality standards
- Resolve escalated customer issues promptly and collaborate with other departments to reach effective outcomes
- Prepare and contribute to regular reports on team performance, customer feedback, and key metrics
- Improve customer service processes while supporting social media engagement strategies and ensuring effective use of customer care tools with enhancement recommendations
Qualifications:
- High school diploma or equivalent required
- Minimum of 2 years of experience in a customer service role, preferably within a social media or digital environment previous supervisory experience is highly desirable
- Strong leadership and team management abilities
- Proficient in social media platforms such as Facebook, Twitter, Instagram, and LinkedIn
- Ability to analyze performance metrics and generate reports
- Familiarity with customer service tools and software
- Flexibility to work various shifts, including weekends and holidays