Turn5, Inc.
  • Marketing
  • Malvern, PA, USA
  • Full Time

  1. I.                   POSITION SUMMARY

Under direction of the Social Media Manager, this position is accountable for coordinating, responding to and prioritizing customer questions and issues on all major Social Marketing channels through content response and customer service follow through.


  1. Facebook Customer Correspondence & Engagement
    1. Coordinate and respond to customer posts on the AmericanMuscle.com Facebook wall as they come in during work hours.
  • Keep a watch on the AmericanMuscle.com Facebook page for new customer questions and posts.
  • Maintain a consistent presence and engage these customers through creative responses, “likes”, advice and Mustang-related support.
  • Answer low-medium difficulty questions and/or complaints.  Escalate more difficult questions to Forums Representative and/or the Social Media Manager.
  1. Forums Customer Correspondence & Engagement
    1. Prioritize, coordinate and respond to incoming messages, especially questions and complaints, with Social Marketing team.
  • Respond to private messages inquiring about forums discount codes.
  • Respond to private messages of low-medium difficulty, with expectations of taking on more as provided during training/development.
  • Find and provide links to unanswered forum posts either directly or indirectly pertaining to AmericanMuscle (and our brands).  These links will go to the Forums Representative and/or the Social Media Manager.
  • Find and provide links to forum posts that AmericanMuscle (and our brands) should be involved in or are seen as opportunistic. These links will go to the Forums Representative and/or the Social Media Manager.
  1. Customer Service and Bama Dispute Resolution
    1. Coordinate and follow up with Customer Service and Bama Resolution forms. Contact the Bama and Customer Service team members responsible for their part and bring completed resolutions back to Social Media team.
  • Work with Forums Representative to obtain customer information for complaints/issues on social channels.
  • Provide customer information to Customer Service or Bama team using Resolution processes provided to you.
  • Follow up with important team members until issues have been resolved and provide completed resolution details to Forums Representative and/or Social Media Manager.
  • Establish a good working relationship with Customer Service and Bama Team Leads as a resource for information and quick and painless dispute resolution.
  1. Other Social Channel Responsibilities
    1. Find and respond to questions on other Social Media channels such as YouTube video comments and private messages, Blog comments and Twitter mentions.
  • Keep a watch on the AmericanMuscle.com Blog, YouTube videos and Twitter page for questions and comments.
  • Answer low-medium difficulty questions and/or complaints.  Escalate more difficult questions to Forums Representative and/or the Social Media Manager.
  • Use provided tools to find and respond to questions, comments and posts on social channels that relate to AmericanMuscle.  Refine these tools, if needed.
  • All other duties assigned by manager. 
  • Intermediate to expert level knowledge of Ford Mustangs
  • Excellent customer relations and dispute resolution skills
  • Moderate-expert knowledge and comfort with Internet-based enthusiast forums


  1. IV.             QUALIFICATIONS
  • Education: Undergraduate degree, or an equivalent combination of education and experience
  • Experience: One year in related field. Existing familiarity with Mustang forums preferred. Customer Service experience preferred.

 VI.      JOB REQUIREMENTS (As required by the Americans with Disabilities Act)

  • Adaptable to ever-changing Social Media Marketing strategy
  • Excellent organizational and problem solving skills
  • Excellent oral and written communication skills
  • Ability to adapt writing voice to be a good fit with our brand – professional/conversational
  • Good decision-making skills
  • Demonstrated initiative – ability to work with minimal supervision
  • Ability to take direction and carry out through completion
  • Able to follow process
  • Ability to work under pressure in order to meet strict deadlines
  • Ability to perform basic math calculations.
  • Ability to operate general office equipment (fax machine, photocopier, computer printer) stationed between 3 & 4 feet high.
  • Ability to access and enter information using an automated system quickly & accurately.
  • Ability to comprehend and apply complex information.
  • Maintain attendance according to company policy.


This position has been closed and is no longer available.
Turn5, Inc.


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