Social Media Coordinator - Lakeland

Publix • Lakeland, FL

13h • Onsite

About The Position

The purpose of this position is to review incoming messages, conversations and reviews, and engage with customers, celebrities, fans and associates on public-facing social and online platforms, demonstrating premier service, crisis mitigation and brand reputation management. This position will proactively identify trends and topics, surfacing any potential impacts to the business to leadership and constantly be tuned into what is happening in real-time with Publix customers via online conversations. Additionally, this position will perform tasks to support work across the social team including social community management and content development initiatives and projects. The Social Media Coordinator is a key role that will impact Publix by practicing a consistent brand voice, strengthening customer engagement and perception, executing care and customer recovery, and ultimately impacting the customer experience online.

Requirements

• Bachelor’s degree in Business, Public Relations, Mass Communication, Marketing, New Media, Journalism, or equivalent experience in any of these areas.
• 1-2 years in a customer service-oriented role
• 1 year in using social media for a business
• 1-2 years in a communications-focused role.
• Knowledge and understanding of social media platforms, including use cases for customers or fans and for brands.
• Knowledge of Publix history, culture, and branding.
• Drive
• Flexibility/Adaptability
• Initiative
• Stress-Tolerance
• Time Management
• Data Analysis
• Innovation/Creativity
• Situational Awareness
• Customer Focus
• Written Communication
• Microsoft Word, Microsoft Excel, Microsoft PowerPoint (Basic)
• Other Microsoft Office applications not otherwise mentioned (Outlook, Windows Explorer, SharePoint, Planner, etc.)
• Availability to work nights, weekends, holidays, and extended hours (As business needs require)

Nice To Haves

• Bachelor’s Degree in Business, Public Relations, Mass Communication, Marketing, New Media, Journalism
• 3-5 years or more in customer service-oriented role
• 2 years or more in social media for a business
• 2 years or more in a communications-focused role.
• Bilingual including written communication (Spanish and English)
• Knowledge in best practices for customer communication and response protocols, established in the department.
• Knowledge and understanding of social media analysis and trends identification.
• Knowledge of external and internal product and service information
• Microsoft Word (Intermediate)
• Microsoft Excel (Intermediate)
• Microsoft PowerPoint (Intermediate)
• Social media aggregating and listening tool(s) such as Sprinklr
• Social media engagement tool
• Social media publishing tool
• CCSM case management system

Responsibilities

• Engaging with Publix customers and fans on public-facing online platforms, including social media channels such as Facebook, Twitter, Instagram, YouTube and online review sites.
• Monitoring and understanding the holistic conversation and sentiment about the Publix brand online, identifying any trends and potential reputation issues.
• Performing various communications and tasks to support content and community efforts across the Social Team as a whole.
• Providing premier customer service, leveraging knowledge resources, and always striving to achieve a positive outcome for every care case that happens on social media channels.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level