Social Media, Customer Care Coordinator

Sutter Health•Sacramento, CA

1d•Onsite

About The Position

This role will focus on monitoring and managing brand reputation through reviews, social platforms, and search. The coordinator will leverage social listening tools to identify sentiment trends, emerging issues, and opportunities, and respond to customer feedback with an empathetic, on-brand voice. This position requires critical thinking to assess risk, context, and appropriate response strategies, as well as the ability to context switch across multiple platforms, issues, and stakeholders in a fast-moving environment. The coordinator will also partner cross-functionally and report on reputation metrics and insights.

Requirements

Experience in online reputation management, social listening, or reviews moderation
Strong written communication and sound judgment
Proven critical thinking and problem-solving skills
Ability to context switch efficiently while maintaining attention to detail
Organized, proactive, and collaborative mindset
Must live in the Northern California Sutter Health footprint
Bachelor's in Business Administration, Creative/Graphic Design, Economics, Journalism, Marketing, Public Relations (PR), Visual Communications or related field or equivalent education/experience
2 years of recent relevant experience
Deep understanding of the quickly-evolving digital and social media ecosystems, SEO principles, blogging environments, including managing a well-established social media presence that demonstrates the ability to synthesize emerging trends and make them impactful for current and future customer/reader demands.
Sophisticated knowledge – theory and practice – of social media design principles, digital content management, social communications best practices and etiquette, particularly on Facebook, Twitter, LinkedIn, Instagram, YouTube, and Yelp.
Knowledge of social media trends, tactics, consumer behavior, and industry topics as it relates to driving ROI for online business with the ability to quickly grasp the implications of those trends and translate into strategic recommendations.
Business acumen and negotiation skills with the ability to provide innovative solutions to complex problems and to meet customer-driven business objectives.
Solid analytical and project management skills, including the ability to work with staff at all levels of the organization and creative agencies.
Professional writing and editing skills with the proven ability to craft engaging and persuasive messaging that create relevance for our customers while increasing brand recognition and conversion.
Advanced computer skills: Microsoft Suite, especially Word, Excel and PowerPoint; Adobe Photoshop; social media publishing and content management tools.
Evaluate graphic design and advertising proposals, craft persuasive messaging and analyze market research, preferably in a health care setting.
Energize, mobilize, inspire and motivate internal teams and partners.
Work independently, as well as be part of a team, while demonstrating exceptional attention to detail and organizational skills.
Analyze possible solutions using precedents, existing departmental guidelines and policies, experience and good judgment to identify and solve standard problems.
Build collaborative relationships with peers, multifunctional teams, other departments, management, stakeholders and vendors to achieve marketing goals while delivering amazing user experiences.

Responsibilities

Monitoring and managing brand reputation through reviews, social platforms, and search
Leveraging social listening tools to identify sentiment trends, emerging issues, and opportunities
Responding to customer feedback with an empathetic, on-brand voice
Applying critical thinking to assess risk, context, and appropriate response strategies
Context switching across multiple platforms, issues, and stakeholders in a fast-moving environment
Partnering cross-functionally and reporting on reputation metrics and insights