Communications Specialist - Social Media - Cable One Inc.

Primary Tasks:

• Monitor and manage social media channels for customer inquiries and feedback.
• Respond to comments, messages, and mentions on social platforms, reviews sites and other platforms in a timely and professional manner.
• Identify and escalate urgent issues or negative sentiments to the appropriate teams.
• Manage customer support site, including updating existing articles, creating new self-help articles and videos based on customer feedback and making continuous improvements to maximize customer self-help and satisfaction.
• Maintain brand voice and consistency in all interactions.
• Track and analyze response metrics to improve engagement and response times.
• Create monthly metrics/KPIs reporting.
• Monitor social media platforms on weekends twice monthly.
• Other duties as assigned

Additional Responsibilities:

• Collaborate with content creators to ensure alignment in messaging.
• Stay updated on industry trends, tools and best practices in social media engagement.
• Participate in the development of FAQs and response templates.
• Conduct regular audits of social media interactions to identify areas for improvement.
• Provide insights and feedback to marketing teams on customer sentiment and trends.

Qualifications:

• Minimum 3 years' experience
• Experience in social media management.
• Strong written and verbal communication skills.
• Ability to handle challenging situations with empathy and professionalism.
• Proficiency in social media platforms and analytics tools.
• Excellent organizational skills and attention to detail.

Preferred Skills:

• Knowledge of social media management tools (e.g., Sprout Social).
• Familiarity with crisis management strategies in a digital context.
• Ability to work independently and as part of a team.