Online Community Coordinator

Sprouts Farmers Market•Phoenix, AZ

11h

About The Position

Sprouts Farmers Market is looking for an online community coordinator with strong writing skills to join its growing Customer Relations team. This individual will monitor and respond to customer feedback on Sprouts’ social channels, as well as feedback made on store and app review sites. They will create a positive experience for Sprouts’ guests through personalized written communication using approved messaging and responses drafted on the fly using Sprouts’ online voice. Strong writing skills are essential. Response topics will be related to Sprouts’ merchandise, team members, values, policies, store locations, and other areas of the business. While monitoring feedback across Sprouts’ social channels, they will be required to escalate urgent and/or negative situations appropriately through the established protocol. They will contribute to the team’s community management best practices and will provide reporting (qualitative and quantitative) on events that occurred during their shift. This position works closely with Sprouts’ Public Relations and Marketing teams and is an excellent opportunity for someone who thrives in a fast-paced environment and is interested in growing a career in digital communications.

Requirements

Minimum one-two years of experience in social media, digital marketing, customer relations, public relations, or related field.
Bachelor’s Degree or Associate Degree in a relevant field required
Requires high energy, excellent time management skills, and the ability to prioritize and multitask.
Must enjoy helping people, have a patient, tactful manner and a good memory that allows for recalling priority protocols and product details, policies, and procedures.
Strong written communication skills and the ability to adequately and completely respond to customer inquiries.
Strong and quick decision-making and analytical abilities.
Available nights and weekends as appropriate.
Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse.
Ability to understand the customer’s needs quickly and develop appropriate response strategy.

Nice To Haves

Previous online community experience highly preferred.
Experience with Sprinklr, ServiceNow, and/or Uberall a plus

Responsibilities

Monitors and engages with company tags/mentions/comments across various online channels, including but not limited to Facebook, Twitter, Instagram, and Google
Engages with customers by responding to compliments, complaints, suggestions, and inquiries
Utilizes various software platforms including Sprinklr and Uberall to monitor and respond to social activity and file in ServiceNow CRM requests as appropriate
Serves as the online voice of Sprouts through prompt, friendly, and knowledgeable service regarding merchandise, team members, policies, store locations, and other areas of the business.
Manages responses and reporting for Sprouts’ online review channels including Google, My Business, Yelp, Facebook, Apple App Store, and Android Marketplace.
Identifies and escalates priority issues following the company’s best practice.
Reports on customer feedback across social media channels.
Supports company crisis plan when applicable.
Research when needed to help develop new messages for customers.
Contributes to the team’s community management best practice.
Proactively monitors industry trends and best practices while ensuring that Sprouts adheres to accepted industry standards.
Obtains and evaluates all relevant data to quickly handle complaints and inquiries, must take in data from various sources at times and make quick judgement calls.
Assist with reporting (qualitative and quantitative) on events that occurred during their shift and communicate the information to night/weekend staff.

Benefits

Competitive pay
Sick time plan that you can use to support you or your immediate families health
Vacation accrual plan
Opportunities for career growth
15% discount for you and one other family member in your household on all purchases made at Sprouts
Flexible schedules
Employee Assistance Program (EAP)
401(K) Retirement savings plan with a generous company match
Company paid life insurance
Contests and appreciation events throughout the year full of prizes, food and fun!
Bonus based on company and/or individual performance
Affordable benefit coverage, including medical, dental and vision
Health Savings Account with company match
Pre-tax Flexible Spending Accounts for healthcare and dependent care
Company paid short-term disability coverage
Paid parental leave for both mothers and fathers
Paid holidays