Sr Associate, Social Engagement

Aspen Dental•Chicago, IL

20d•$60,000 - $70,000

About The Position

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united with a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Sr Associate, Social Engagement. Job Overview: Our ideal candidate is passionate about the social ecosphere, actively participates within it, is focused on content trends and algorithm updates, and is a perpetual student of the ever-evolving social/digital landscape. This individual will work to ensure the Aspen Dental is engaging in all relevant conversation opportunities, reviews, community management, and engagement as well as provide real-time responses/content to drive a higher volume of positive brand activity. The community engagement associate manages customer interactions that require superior service and attention to detail. They will understand the impact to brand reputation and push to drive business results – reputation, leads, appointments. Focuses on identifying and leveraging opportunities to turn negative feedback into positive stories, mining for content, and fostering potential partnerships. This role enhances the brand’s reputation and engages the community through strategic initiatives. This position has no direct reports.

Requirements

Strong knowledge of the social media ecosystem and understanding of effective community management that translates to brand awareness, visibility, reach, engagement, and conversion.
An organized individual who can drive results and work cross-functionally to achieve individual and company-wide goals.
Self-starter with the refined skillset required to manage up and out consistently.
Able to handle ambiguity, work in a fast-paced environment, meet tight deadlines, manage multiple projects simultaneously, and adjust as circumstances change.
Proven success in handling difficult people and situations.
Superior problem solving skills and analytical skills required.
Proven success in the delivery of superior customer service.
Proven desire to exceed internal and external customer expectations.
Familiarity with reporting and analytics.

Nice To Haves

Canva experience preferred.

Responsibilities

Ratings and Reviews: Review online customer reviews responding to inquires or negative experiences and quickly acknowledging positive reviews. Triage, tag and action all incoming Aspen reviews on Google and Yelp.
Social Media Customer Support: Provide empathetic and professional support to customers, addressing both positive and negative feedback. Follow up with customers to ensure their issues are resolved satisfactorily. Identify patients who may be interested in providing testimonials and user generated content. Actively working to change sentiment from negative to positive and tracking these efforts accordingly.
Community: Responsible for developing strategies that grow, foster and maintain healthy communities that are inclusive, respectful, and promote strong engagement. Understand and assist with Reddit user and subreddit accounts.
Reputation Management: Monitor and analyze negative feedback to identify opportunities for turning negative experiences into positive outcomes. Develop strategies to address and resolve negative comments, enhancing overall brand perception. Partner with the Patient Experience Center of Excellence to ensure operational practices align with community feedback and patient needs. Support proactive and reactive engagement across TAG brands to foster relationships, address concerns, and grow advocacy.
Content Mining: Identify and curate compelling stories, quotes and feedback from customer interactions for use in marketing and content initiatives.
Partnership Development: Identify potential partnerships and collaborative opportunities that can enhance community engagement and brand presence. Initiate and manage conversations with patients and potential patients to build and enhance brand reputation.
Proactive Engagement & Social Listening: Develop and implement proactive outreach strategies to engage with the community and build strong relationships. Participate in conversations that can enhance brand loyalty and customer satisfaction. Evaluate the social landscape including competitive audits, curation of social listening topics, and develop industry insights.
Reporting & Analytics Build and deliver weekly, monthly, quarterly, and ad hoc social media reports. Pull data from Sprout Social, Google Analytics, and other tools to craft actionable insights. Provide strategic recommendations based on performance metrics. Lead cross-functional brainstorming and strategy sessions, using community insights to shape social content, marketing campaigns, and web resources (e.g., FAQ pages).