Social Media Support Representative

Allegiant•Las Vegas, NV

27d•Onsite

About The Position

The primary responsibility of the Social Media Support Representative (SMSR) is engaging users and creating an interactive relationship between the consumer and Allegiant by identifying a customer's travel needs, modifying existing reservations, and consulting on travel related issues to deliver a satisfying customer experience. In addition, a SMSR role includes the ability to identify potential news stories, media personnel inquiries and viral/trending posts. As business demands, resolution of customer inquiries may include outbound phone customer service.

Requirements

Combination of Education and Experience will be considered.
Must be authorized to work in the US as defined by the Immigration Act of 1986.
Must pass a Criminal Background Check.
High School Diploma/GED
Minimum six (6) months of Customer Service/Relations experience, preferably in the airline industry.
Proven understanding of how to use a variety of social media platforms (Facebook, Twitter, Instagram, TikTok etc.).
Basic computer skills; ability to type 50 WMP with minimal errors.
Excellent communication skills in English, both verbal and written.
Ability to navigate through several web applications simultaneously.
Excellent written communication skills with a keen eye for detail.
Adaptable to changes in processes and procedures.
Strong understanding of various social media platforms, trends, and best practices.
Excellent written communication skills with the ability to convey information clearly and professionally.
Customer-centric mindset and the ability to handle customer interactions with empathy and patience.
Crisis management skills and the ability to respond to negative feedback or issues diplomatically.
Proficiency in social media management tools and analytics platforms.
Ability to work flexible hours, including weekends and evenings, to cover real-time social media activity.

Nice To Haves

Bachelorâ€™s degree in Communications or a related field preferred.
Proven experience as a Social Media Representative or a similar role, preferably in the airline industry.
Familiarity with airline operations, services, and policies.

Responsibilities

Monitor inbound social conversations across various social media channels to identify brand response opportunities to customer comments, questions, or concerns.
Engage with customers in a timely and professional manner, providing assistance, information, and resolving issues effectively.
Ability to multi-task through multiple booking systems.
Foster positive relationships with customers through social media interactions.
Identify and address potential PR crises on social media, collaborating with the Media Relations and PR team to provide accurate and reassuring information to customers.
Share relevant and engaging content, promotions, and updates on social media platforms to enhance the airline's online presence.
Analyze customer feedback and sentiments on social media, providing insights to improve products, services, and overall customer satisfaction.
Collaborate with other departments including the call center, marketing, and public relations, to ensure consistent messaging and a unified brand image.
Ensure training requirements are met, i.e., new hire, recurrent, supplemental, and other training.
Work as a backup for Customer Relations Correspondence Coordinator to provide live chat and SMS assistance or Customer Relations Representative for email case resolution.
Model Allegiant's customer service standards in personal actions.
Other duties as assigned when approved by management upon determination of skill-set requirement.