Assists with daily engagement processes, ensures timely social channel responses, and reports on AARP’s social media channel feedback, including interacting with high-profile inquiries from members, journalists, and influential people in real-time. Strengthens AARP’s brand in social media by providing a helpful, effortless, and trusted response experience. Responds to complex and high-profile social media cases sent to AARP. Contributes to the development of AARP's social media response efforts within the enterprise. Works in collaboration with other colleagues
Areas of Responsibility:
- Responds to complex and high-profile social media cases sent to AARP, in collaboration with colleagues in a timely manner.
- Serves as AARP’s voice on social media and exercises impeccable judgment as a representative of AARP.
- Acts as a consult to other social care agents, training on best response practices, providing support and examples, and ensuring the highest customer experience in social channels.
- Initiates any needed escalations which may involve AARP Leadership, ensuring swift action and that the escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
- Possesses extensive knowledge of social media technology and platforms, including Facebook, Twitter, Instagram, and YouTube.
- Monitors C-Suite’s social media accounts, including Twitter, LinkedIn, and Facebook. Collaborates with key contacts enterprise-wide, including media to ensure that any active C-Suite social response is in line with the goals of AARP and positively promotes the image of AARP.
- Contributes on well-written, researched, and member-focused responses for use in social media channels. Maintains excellent knowledge of AARP initiatives, legislative positions and policies, and membership options and is able to clearly and professionally articulate to members and non-members verbally and in writing, significantly contributing to the department’s service-level goals.
- Ability to monitor, track, and analyze incoming comments and compile reports to be sent to executive management on latest issue area trends, volume, and sentiment
Educational Background:
Bachelor’s degree in Business, Relations, or Communications
Skills/Experience:
- A minimum of 3+ years of relevant experience in one of the following work environments:
- Worked on the social media team within a company or organization.
- Held a position in public relations, marketing, or communications which directly involved social media.
- Worked on a customer care or contact center operations team that offered a social media communications channel.
- Worked in social media community management for an advertising or consulting agency.
- Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint. Able to navigate and interpret company software and knowledge-based tools. Proficiency in social media management and engagement software (Khoros, Salesforce).
- Ability to compile and analyze data from social media systems or platforms.
- Captivating copywriting skills and attention to detail.
- Strong emotional intelligence and experience dealing with people.
- Strong ownership mindset and resolve to follow-through.
Compensation/Benefits:
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 13 2019
Active Until:
Dec 13 2019
Hiring Organization:
AARP
industry:
Nonprofit