Please note: This position does not report directly to Marketing but works with the Customer Service Department. Work Hours will vary.

EDUCATION and/or EXPERIENCE

A Bachelor’s degree in either Journalism, Communications, Social Media Marketing, or Business Administration. Experience in tracking and responding on social media platforms. Understanding of transit-related issues is preferred. Proficiency in Microsoft Office, Customer Relationship Management (CRM) systems, social media management tools, Social Studio, Sprout Social, Hootsuite, etc.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

INTERVIEW SELECTION PROCESS: The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessment.

SUMMARY

The Customer Service Social Media Specialist position incumbent is responsible for monitoring and responding timely and accurately to customer comments about MARTA on social media sites. Improves communications with customers, partners and stakeholders by understanding the concerns raised, proactively and deliberately seeking information from Bus, Rail, Planning and relevant departments to respond succinctly to service-related inquiries. Develops and maintains social metrics and analyzes social media activities such as reach-factor of post and user level influence and trends. Collaborates with Marketing, External Affairs and other departments to create social media content to enhance the MARTA brand and improve the communication with current and new riders. Develops and maintains internal relationships with key personnel Authority-wide to stay informed on critical matters for sharing with the public. Documents customer comments into the Customer Relationship Management tracking system (H.E.A.T) for tracking and trending. This position will engage freely with customers within brand guidelines and established protocols and continually evaluate current practices to recommend strategies to improve our communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manages MARTA’s social media presence all social media platforms.

2. Monitors posts on social media channels, determines the customer impact, offers support, identifies root causes and ensures resolution and responses are timely and accurate to the customer.

3. Collaborates with Marketing, External Affairs, Planning and various departments to develop and promote projects and initiatives on social media platforms.

4. Develops and maintains relationships with key individuals Authority-wide to be able to respond appropriately and to stay informed on all established and developing programs that can be shared with our constituents.

5. Assists with outreach efforts to respond to social media comments regarding major emergencies, crisis situations, service disruptions and negative news communication.

6. Builds community support and advocacy by social media dialogue and messaging.

7. Generates C-Team level reports about frequent customer concerns, tends, volumes, response times, etc.

8. Recommends strategies to improve MARTA’s social media reach.

9. Builds engagement with social media influencers to improve the customer experience.

10. Represents MARTA in social media communication to promote a positive company image within these platforms.

11. Undertake other duties and responsibilities as assigned.

AMERICANS WITH DISABILITIES ACT

If you are a qualified individual with a disability, you have the right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions.

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.