Social Media Community Specialist

Palm Harbor Homes•Plano, TX

About The Position

Our goal at Cavco Industries is to help make exceptional housing more affordable for more people nationwide. Cavco is a leading designer and builder of manufactured homes, modular homes, commercial buildings, park model RVs and vacation cabins. At Cavco, we believe in fostering creativity and innovation. As part of our in-house marketing team, you will help support meaningful conversations with customers and partners across our digital channels. We offer competitive salaries, comprehensive benefits and a dynamic work environment where your ideas can thrive. We are seeking a highly organized and customer-focused Social Media Community Specialist to join our Social Marketing team. The ideal candidate is passionate about helping people, communicating clearly and creating positive experiences across Cavco’s social media channels. This role focuses on monitoring and responding to customer conversations across social platforms, helping guide people to the right resources and fostering a welcoming and supportive online community. The Social Media Community Specialist works closely with the Sr. Social Media Manager, Customer Care and internal teams to ensure responses are accurate, timely and aligned with Cavco’s brand voice.

Requirements

Customer first mindset with a genuine interest in helping people and solving problems.
Strong communication skills and the ability to represent the brand professionally in public conversations.
Comfortable working in a fast-paced, collaborative environment.
Highly organized with the ability to track conversations, escalations and follow-ups.
Awareness of social media best practices and online community management principles.
Ability to identify insights and trends from customer conversations that can help improve future communication and support.
Self-starter with an innate curiosity and the drive to test, learn and adapt in a constantly evolving digital environment.
Bachelor's degree in Communications, Marketing, Public Relations or a related field preferred but notrequired with relevant experience.
2 to 4 years of experience in social media community management, customer service or digital engagement.
Experience managing conversations and responding to customers on social media platforms.
Strong written communication skills with the ability to convey information clearly and professionally.
Ability to handle customer concerns calmly and professionally while maintaining brand voice.
Comfortable working within social media management platforms such as Sprout Social, Hootsuite or similar tools.
Highly organized with the ability to manage multiple conversations and priorities.
Experience collaborating across teams to resolve issues and provide helpful customer support.
Strong attention to detail and commitment to providing excellent customer experience.
Excellent communication skills, both written and verbal.
Ability to work effectively on a fast-paced, collaborative team.

Responsibilities

Manage day-to-day community engagement across Cavco’s social media channels, monitoring comments, direct messages and mentions.
Respond to customer inquiries in a timely, helpful and on-brand manner, directing individuals to appropriate resources such as retailers, product information or service contacts.
Monitor conversations about Cavco, our homes and the broader housing industry to identify opportunities to add value and participate authentically.
Build relationships with community members, homeowners, prospective buyers, retailers and industry voices through consistent engagement.
Encourage positive conversation around Cavco homes, homeownership and offsite construction while maintaining a respectful community environment.
Monitor community sentiment and recurring customer questions to identify trends and insights that inform social strategy.
Track and report engagement activity, conversation trends and community insights.
Escalate complex or sensitive issues to appropriate internal teams and flag potential reputation concerns to marketing leadership.
Collaborate with customer care, communications, marketing and product teams to share insights gathered through social listening.
Maintain and use response templates and community engagement guidelines to ensure consistent messaging across platforms.
Support content development by identifying user generated content opportunities and surfacing common community questions or themes.
Stay current on platform updates and best practices while testing new engagement tactics and features to strengthen Cavco’s community presence.
Ongoing monitoring of brand social channels & relevant online conversations looking for highest impact opportunities to engage (including proactive identification of conversations & communities strategically and creatively relevant for the brand)
Continuous active listening on brands currently tracking every follower interaction: comments, responses, DM’s
Willing to go beyond basic tracking to analyzing and drawing hypothesis, including providing a daily digest of observations + recommendations
Use third party tools to manage brand’s pages
Read every comment across all social posts, and respond to consumers across these channels, maintaining a consistent brand voice across these conversations, and using the opportunity to engage followers, probe further insights, or advance brand goal
Follow proper escalation systems, as needed, for followers with negative feedback.
Seek opportunities to insert the brand in social conversation, whether around relevant trending topics/news or engaging with social influencers/celebrities/other brands