Communications Specialist - Social Media
Job Description:
Primary Tasks:
* Monitor and manage social media channels for customer inquiries and feedback.
* Respond to comments, messages, and mentions on social platforms, reviews sites and other platforms in a timely and professional manner.
* Identify and escalate urgent issues or negative sentiments to the appropriate teams.
* Manage customer support site, including updating existing articles, creating new self-help articles and videos based on customer feedback and making continuous improvements to maximize customer self-help and satisfaction.
* Maintain brand voice and consistency in all interactions.
* Track and analyze response metrics to improve engagement and response times.
* Create monthly metrics/KPIs reporting.
* Monitor social media platforms on weekends twice monthly.
* Other duties as assigned
Additional Responsibilities:
* Collaborate with content creators to ensure alignment in messaging.
* Stay updated on industry trends, tools and best practices in social media engagement.
* Participate in the development of FAQs and response templates.
* Conduct regular audits of social media interactions to identify areas for improvement.
* Provide insights and feedback to marketing teams on customer sentiment and trends.
Qualifications:
* Minimum 3 years' experience
* Experience in social media management.
* Strong written and verbal communication skills.
* Ability to handle challenging situations with empathy and professionalism.
* Proficiency in social media platforms and analytics tools.
* Excellent organizational skills and attention to detail.
Preferred Skills:
* Knowledge of social media management tools (e.g., Sprout Social).
* Familiarity with crisis management strategies in a digital context.
* Ability to work independently and as part of a team.
- Rate: Not Specified
- Location: Phoenix, US-AZ
- Type: Permanent
- Industry: Finance
- Recruiter: Cable One Inc.
- Contact: Not Specified
- Email: to view click here
- Reference: R-104866
- Posted: 2024-09-29 08:14:12 -
- View all Jobs from Cable One Inc.
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