Social Media Coordinator - Lakeland

Description
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 andcustomer recovery, and ultimately impacting the customer experience online.

Primary Responsibilities

This position is responsible for engaging with Publix customers and fans on public-facing online platforms. This includes social media channels such as Facebook, Twitter, Instagram, YouTube and online review sites.

This position is responsible for monitoring and understanding the holistic conversation and sentiment about the Publix brand online, identifying any trends and potential reputation issues.

This position is responsible for various communications and tasks to support content and community efforts across the Social Team as a whole.

This position is responsible for 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.

Required Qualifications

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)

Preferred Qualifications

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

Benefits Information

Employee stock ownership plan that contributes Publix stock to associates each year at no cost

An opportunity to purchase additional shares of our privately-held stock

401(k) retirement savings plan

Group health, dental and vision plansPaid Time Off

Paid Parental Leave

Short- and long-term disability insurance

Tuition reimbursement

Free hot lunches (buffet-style) at facilities with a cafeteria

Visit our website to see all of our benefits: https://jobs-beta.publix.com/benefits/

Year End Bonus
To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.

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