• Social Media Specialist

    Job Locations US-WI-Madison
    Req No.
    2019-3461
    Category
    Marketing, Public Relations & Business Development
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    Exact Sciences is seeking an enthusiastic, detail-oriented, self-starter to join our team as a Social Media Specialist. This highly visible role will serve as the first point of contact for Cologuard community management, ensuring the online community of Cologuard advocates is continuously cultivated, as well as for Cologuard social customer care, ensuring and customer issues are promptly identified, escalated to the appropriate functional group and followed through to resolution. The role will also work extensively in the enterprise social media management tool to identify, tag, respond and triage issues from social listening, reviews sites, and managed/owned social accounts while being a conduit for change. The ideal candidate is a team player who is well-versed in social platforms and engagement and possesses a passion for solving customer problems, a deep understanding of online reputation management, and strong analytics skills.

    Essential Duties and Responsibilities

    • Manage the Cologuard Facebook community.
    • Serve as functional lead for social customer care and engagement.
    • Adhere to appropriate service-level agreements (SLAs) for response time and resolution.
    • Collaborate with customer service, marketing, legal and other teams across the enterprise to provide prompt issue resolution.
    • Own the case management process within enterprise social media management tool (Sprinklr).
    • Work within the enterprise social media management tool to identify, tag, respond and triage issues from social listening, reviews sites, and managed/owned social accounts while being a conduit for change.
    • Maintain, enhance and distribute social care, social listening and other social performance reports.
    • Serve as enterprise Sprinklr reporting lead.
    • Establish key performance indicators; monitor and report on campaign performance and social listening insights.
    • Keep up-to-date with our audience’s preferences and media usage; identify and escalate trends and identify areas of improvement in brand messaging across social channels.
    • Support and comply with the company’s Quality Management System policies and procedures.
    • Regular and reliable attendance.
    • Ability to travel approximately 15% of working time.
    • Ability to lift up to 15 pounds for approximately 10% of a typical working day.
    • Ability to work seated for approximately 90% of a typical working day. Ability to work standing for approximately 10% of a typical working day.
    • Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
    • Ability to comply with any applicable personal protective equipment requirements.

    Qualifications

    Minimum Qualifications

    • Bachelor’s degrees in communications, journalism, marketing or other relevant field.
    • 2+ years of experience in marketing, communications, digital marketing, customer service, or social media.
    • 1+ years of professional social media experience, including experience with a social media management tool, such as Sprinklr, Spredfast, Social Studio, etc..
    • Excellent verbal and written communication skills. Personable and empathetic. Understands the nuances of communicating with customers across various social media platforms.
    • Proficient in MS Office products (including Excel and PowerPoint).
    • Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
    • Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs.
    • Demonstrated ability to build relationships and effectively connect with others; approachable and viewed as a responsive resource for employees and leaders.
    • Authorization to work in the United States without sponsorship.

    Preferred Qualifications

    • Expertise with Sprinklr (preferred) or other social media management tools for community management, social care, publishing and reporting; advanced social media management tool training or certification.
    • Direct experience with social community management, social customer care, crisis communications, triage or response.
    • Deep understanding of social platforms, trends and technology, particularly as it relates to using social for customer service and engagement.
    • Detail-oriented and naturally inquisitive with strong sense of urgency. Wants to quickly get to the root of a problem, but takes the necessary time to first understand the issue and develop approach.
    • Previous customer service experience or training.
    • Demonstrated, effective project management abilities; willingness to manage multiple projects simultaneously.

    #LI-EL1

    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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