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Social Media Specialist Customer Engagement

Apply Location Atlanta, Georgia Additional Locations: Georgia Requisition Number R-89371

Be at the heart of customer experience!

The Social Media Specialist -Customer Engagement is responsible for executing our enterprise social care efforts, ensuring that customer issues are promptly identified, escalated to the appropriate line of business, and followed through to resolution.

What will you do in this role?

30% -

  • Identify and report trends related to the brand.

  • Collaborate with claims operations, customer service, Corporate Communications, HR Partners, and additional teams across the enterprise

  • Serve as an important resource for regional and global leadership, providingsocial media best practices and informationto key stakeholdersidentified through social listening

30% -

  • Work to analyze and identify relevant social media conversations across multiple channels within managed/owned accounts and online

  • With a focus on impact to the brand, engage, tag, and triage mentions

30% -

  • Play a critical role in managing the ratings and review initiative, with a special emphasis on moderating and engaging

  • Work independently with little to no supervision

10% -

  • Own the social case management process within our enterprise social media management tool

What you need:

  • Bachelor’s degree in Marketing, Communications, New Media, Business or a combination of education and work-related experience

  • Minimum of 2 years’ professional experience in marketing, communications, digital or social media

It's great if you have:

  • Direct experience with social community management, social customer care, crisis communications, public relations, triage or response

  • Deep understanding of social platforms, trends and technology, particularly as it relates to using social for customer service and engagement

  • Excellent verbal and written communication skills, understanding the nuances of communicating with customers across various social media platforms

  • Ability to be detail oriented, naturally inquisitive, and possess a strong sense of urgency

  • The want to quickly get to the root of a problem but the skill to think critically to first develop an approach

  • Working knowledge of Sprinklr, Spredfast, Lithium Social Web, or similar social media support tools

  • Advanced social media management tool training or certification

  • At least 2 years of experience within Connected Living

  • Strong understanding of company products & services

This can be a remote position, but we prefer the person reside near one of our main offices in Atlanta or Miami.

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.