Social Media Care Specialist (Solon)

Marriott • Solon, OH

8d

About The Position

The Social Media Care Specialist provides reactive and proactive customer care by resolving questions and inquiries received through Marriott’s social channels. The specialist stays current with social media engagement trends and proactively builds trust, loyalty, and advocacy by engaging guests, shaping meaningful conversations, and protecting Marriott’s reputation in real time.

The role positively represents Marriott online and partners closely with relevant Customer Engagement Centers (CECs) and Corporate stakeholders to strengthen Marriott’s social media presence.

Requirements

• High school diploma, G.E.D. equivalent, secondary education, certificate, or local equivalent.
• At least one year of related work experience, preferably in a customer service or service recovery environment.

Nice To Haves

• Customer service experience.
• Familiarity with social media platforms and community management tools.
• Experience with social listening or sentiment analysis.

Responsibilities

• Review, research, and respond to customer inquiries, concerns, and feedback through approved social media channels.
• Manage and document customer cases from initial social media contact through resolution, using channels such as social media, email, and telephone as needed.
• Create and publish approved engagement content and participate in online conversations to support brand community initiatives.
• Participate in social listening, customer feedback reviews, and process improvement activities.
• Analyze customer feedback and communicate recurring issues, trends, and observations to leadership.
• Represent Marriott positively online while collaborating with Customer Engagement Centers and Corporate stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED