Customer Support Specialist & Social Media Specialist

Customer Support & Social Media Specialist Job Description

DefenderShield is the trusted worldwide leader in digital technology wellness & safety, and holds the platinum standard in mobile device EMF radiation shielding technology.

Our mission is to improve digital wellness and reduce the harmful effects of technology, with our range of EMF shielding solutions and resources. We pride ourselves on our receptive and knowledgeable customer service, as well as the vast amount of resources and scientifically-backed information available on our website.

DefenderShield has developed two additional brands, Lightbody (lightbodylabs.com) and Ultra Armor (ultraarmor.com) for entry into new markets and is looking for health-passionate individuals to join a dynamic company with high growth potential.

You’ll make an immediate impact as a member of a small team of self-starters. This is a full-time position at DefenderShield’s headquarters located in St. Petersburg, FL. You'll receive on the job paid training with peers and leaders, and as-needed ongoing training to keep your knowledge up-to-date and to develop new skills. This position offers a rare opportunity for growth for a motivated, responsible and mature employee.

POSITION RESPONSIBILITIES

The Customer Support & Social Media Specialist at DefenderShield is our front-line source of communication and first point of contact with customers, wholesale accounts, and other partners. You’ll learn all the technical details of our products and technology to help grow our brands. As the virtual "face" of the company it is important to create wonderful first impressions while building rapport and trust in all interactions.

• Customer Support Responsibilities
• Learn and deeply understand technical aspects of the technology, products, and brands
• Provide an exceptional and efficient customer (B2C and B2B)/partner experience while communicating via phone, email and chat through cloud-based customer service software, Amazon, and social media channels
• Develop repeat business through in-depth knowledge of products to build customer/partner loyalty
• Provide expert and knowledgeable answers to questions about our technology, products, orders, pricing, and shipping
• Help clients navigate our website and place orders online
• Process returns and refunds
• Promptly communicate customer feedback and product issues/suggestions to management
• Social Media Responsibilities
• Creating on-brand organic social media content (must be comfortable talking in front of camera/appearing on our social media channels)
• Additional opportunities to assist with:
• Responding to media inquiries and scheduling
• Navigating partnerships with podcasters, influencers, content creators, and professionals such as doctors and clinicians
• Managing and growing affiliate program
• Looking for ways to improve and grow our array of partnership programs
• Creating and managing written website content such as blogs and product pages
• Potential to attend trade shows/conferences locally and in other states
• Potential to grow into other areas of the company such as marketing, admin, logistics, etc.

REQUIREMENTS FOR POSITION

• Growth mindset, willing to expand or change roles and wear multiple hats
• Tech-savvy and comfortable learning new software and cloud-based tools, including AI tools
• Ability to stay calm, level-headed and resilient, and to convey empathy as well as professionalism when dealing with customers/partners
• Ability to independently manage and resolve complex and/or escalated situations with customers
• Excellent phone, chat, email, and interpersonal communication
• Able to show examples of organic social media creative content/videos
• Comfortable in talking in front of a camera and appearing on our social media channels

Benefits

• Hybrid work environment (currently WFH on Fridays after training period)
• Yearly raises and bonuses
• Medical, Dental, and Vision Insurance
• PTO and Sick days
• Closed on Major Holidays
• 401k with Employer Matching
• Short- and Long-Term Disability Insurance
• Life/Critical Illness/Accident Insurance
• Casual and dog-friendly environment
• Healthy St. Pete certified

Days & Hours

• Full-Time, 40 hours/week
• Monday-Friday

Job Type: Full-time

Pay: From $38,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Ability to Commute:

• Saint Petersburg, FL 33716 (Required)

Work Location: In person