Social Media Specialist (7305)

About the Role

Key Responsibilities

• Monitors and responds to customer inquiries, complaints, and commendations on all social media platforms, including live-chat, telephone, e-mail, internet, and electronic messaging, in a professional and timely manner.
• Develops and maintains social metrics and reports that analyze social media activity such as reach-factor of posts 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 promptly.
• Records customer complaints, commendations, and suggestions in the VERITAS database using desktop or mobile devices.
• Analyzes data from VERITAS to identify customer service trends and provides recommendations for improvement.
• Serves as the direct customer service liaison for designated districts and locations, providing transit information and representing the Customer Service Department at events.
• Backfills as a Customer Service Specialist on phones when needed.
• Complies with safety and security policies, reports hazards, and promotes safety awareness.
• Performs other duties as assigned.

Requirements

• Associate's Degree in Communications or Journalism preferred, or equivalent combination of education and experience in communications or journalism.
• Three (3) years of customer service experience in the service industry.
• Two (2) years of active social media experience across multiple social channels.
• Ability to analyze social language and relate it to business relevancy and report accordingly.
• Ability to read maps, schedules, and other transit reference materials.
• Excellent written and verbal communication skills, including telephone protocol.
• Demonstrated knowledge of popular social media platforms, including active Facebook, Instagram, and Twitter accounts.
• Ability to analyze broad data and suggest courses of action.
• Ability to access and analyze data from CARD, RSA, social media, and Control Center websites.
• Knowledge of Microsoft Office, Excel, and CRM software is preferred.
• Ability to deal with diverse groups of employees and customers.
• Physical ability to sit for prolonged periods.

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).
• Three years of customer service experience.
• Two years of active social media experience.

Benefits & Perks

• Comprehensive healthcare coverage including medical, prescription, dental, and vision plans with little to no employee premiums.
• Participation in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan.
• Paid parental leave, generous vacation time, and paid holidays.
• Access to wellness programs and resources.
• Tuition reimbursement for education and career growth.
• Student loan assistance through the Public Service Loan Forgiveness (PSLF) program.
• Free SEPTA transportation pass for unlimited access to services.