Communications Specialist - Social Media at Cable One Inc. in Phoenix, Arizona

Job Description:

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.