Community Manager - Social Media

Public Storage•Plano, TX

2h•Hybrid

About The Position

We are looking for a customer-focused Community Manager to serve as the voice of Public Storage across our social media channels. This role will be focused on fostering positive relationships with our online community, supporting customers through social platforms, and amplifying brand advocacy.

Requirements

2+ years of experience in community management or customer service
Deep familiarity with major social media platforms
Exceptional written communication skills
Strong customer service orientation with proven conflict resolution skills
Experience using social listening and monitoring tools like Sprout Social

Responsibilities

Monitor and engage with customer feedback, comments, direct messages, and mentions across Instagram, TikTok, Facebook, YouTube, X (Twitter), and Threads to facilitate discussions and maintain a positive community environment
Proactively resolve conflicts and address customer concerns
Identify and participate in viral moments and trending conversations relevant to the Public Storage brand
Serve as the first point of contact for customer service requests that come through social media channels
Escalate issues appropriately, working cross-functionally with Customer Service and Field Operations teams to ensure timely resolutions
Track recurring customer inquiries and provide feedback to internal teams for continuous improvement
Identify and engage with brand advocates, loyal customers, and potential new customers through proactive outreach
Show up authentically in comment sections of brand advocates and user-generated content to strengthen relationships
Identify opportunities to recognize and reward brand advocates through customer appreciation initiatives and prizing
Execute new property listings workflows, audits, and updates across the Public Storage website, Google, Apple, Facebook, and directories
Maintain and update property photos for entire property portfolio across digital ecosystem
Monitor support inbox workflows ensure clean handoffs between cross-functional teams