Public Information Specialist

City of Charlotte

2d•$68,189 - $75,764

About The Position

Charlotte Water is seeking a Public Information Specialist to develop and manage social media content that helps customers understand water and wastewater services. This position creates clear, engaging posts; monitors customer conversations; and uses performance data to improve how Charlotte Water communicates with the community. The specialist works closely with the Communications Team and coordinates customer inquiries with Customer Service and other staff.

Requirements

Strong writing, editing and proofreading skills, including the ability to explain technical topics in plain language.
Experience creating content for multiple social media platforms, including graphics and short videos.
Ability to use social media scheduling, monitoring and analytics tools; experience with Sprout Social is preferred.
Sound judgment when engaging with the public and identifying inquiries or issues that need prompt attention.
Ability to interpret performance data and use it to improve content.
Knowledge of accessible digital content practices.
Strong organization skills and the ability to manage a publishing schedule while responding to timely requests.
Ability to collaborate with colleagues and maintain a consistent voice across communications.
High school diploma or equivalent.
Five (5) years of direct work experience OR 2 Year College Degree and Three (3) years of direct work experience.

Nice To Haves

Associate or bachelor’s degree in communications, public relations, journalism, marketing or a related field.
Experience creating social media posts, graphics or short videos through coursework, internships, volunteer work or employment.
Familiarity with social media scheduling and analytics tools, including Sprout Social.
Interest in public service and communicating water and wastewater information to customers.

Responsibilities

Develop, write, edit and publish social media content, including text, images and short videos, for Charlotte Water’s platforms.
Plan and maintain a content calendar. Schedule posts using Sprout Social or other approved tools.
Ensure content is accurate, accessible and consistent with Charlotte Water’s brand voice, style and messaging.
Monitor comments, direct messages and other interactions. Respond within established guidelines and promptly route account or service questions to Customer Service and sensitive or emerging issues to the Communications Team.
Work with subject matter experts and Communications Team members to turn technical information into useful, easy-to-understand content.
Support social media communications about customer programs, service changes, conservation, construction and other utility topics.
Track engagement, click-through rates, audience growth and other relevant measures. Prepare regular reports with findings and recommendations for improvement.
Maintain organized records of content, approvals and performance reports in accordance with City procedures.
Perform other related duties as assigned.