Social Media Specialist (7305)

About the Role

Key Responsibilities

• Monitors and responds to customer inquiries, complaints, and commendations on all social media platforms in a professional and timely manner.
• Develops and maintains social metrics and reports that analyze social media activity such as reach and user influence.
• Monitors social media sites for pertinent SEPTA information, notifies supervision, and prepares responses.
• Collaborates with other departments to resolve customer service issues received via social media.
• Receives and records customer feedback in the VERITAS database using desktop or mobile devices.
• Analyzes customer service trends using VERITAS data and provides recommendations for improvements.
• Functions as the direct customer service liaison for designated districts and locations.
• Provides data analysis and suggestions to address concerns from locations and customers.
• Visits customer service locations as needed and represents the Customer Service Department at special events.
• Backfills as a Customer Service Specialist on phones when needed.
• Complies with safety and security policies and reports safety concerns or hazards.

Requirements

• Associate's Degree in Communications or Journalism preferred, or equivalent combination of education and experience.
• Three (3) years of customer service experience in the service industry.
• Two (2) years of active social media experience across multiple platforms.
• Ability to analyze social language and relate it to business relevance.
• Demonstrated knowledge of popular social media platforms, including Facebook, Instagram, and Twitter.
• Ability to read maps, schedules, and transit materials.
• Excellent written and verbal communication skills and telephone protocol.
• Ability to handle multiple tasks in a stressful environment with a customer-friendly disposition.
• Knowledge of service routes, fare structures, and transit operations.
• Experience with Microsoft Office, Excel, CRM software, and social media analytics tools is preferred.

Nice to Have

• Experience with social media engagement, monitoring, and analytic tools.
• Familiarity with Authority rules, regulations, and departmental procedures.

Qualifications

• Associate's Degree in Communications or Journalism preferred, or equivalent experience.
• Three years of customer service experience.
• Two years of active social media experience.

Benefits & Perks

• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Retirement plans including a Defined Benefit Pension and 457B Deferred Compensation Plan.
• Paid parental leave, vacation, and holidays for work-life balance.
• Wellness programs and resources for physical, mental, and emotional well-being.
• Tuition reimbursement for education and career growth.
• Student loan assistance through the Public Service Loan Forgiveness program.
• Free SEPTA transportation pass for unlimited access to services.