Frontier Communications Social Media Community Management Specialist in IRVING, Texas

Frontier Communications is seeking a Community Specialist to develop and spark our social media community. This is a critical position within the growing Social Team. The ideal candidate is passionate about cultivating a meaningful social media community, engaging and building relationships with customers and other social communities, and establishing Frontier as a leader in social media customer service.

We are looking for someone that can thrive in a fast-paced, deadline-driven environment that requires excellent communication skills, a positive and collaborative attitude, and a true passion for putting the customer first. We have a unique footprint that largely spans small towns and rural communities but that also includes some rural areas, so the ability to empathize and connect with a wide range of individuals is critical.

Primary Responsibilities:

  • Develop and oversee owned social media communities and drive audience growth and engagement across social media networks (Facebook, Twitter, LinkedIn, G+)
  • Directly interact with our customers to maximize community engagement and drive positive perception and word-of-mouth for our brand and products
  • Monitor and respond to feedback and support issues on social media in real time (within 30 minutes), in accordance with Frontier’s guidelines
  • Use enterprise level social CRM system to moderate posts, respond to customers, and collaborate with team members
  • Triage social media escalations to appropriate internal parties and coordinate with Customer Care and PR representatives as needed
  • Leverage reporting and analytics to make informed decisions regarding community management efforts, designed to build and foster the community and relationships
  • Provide ‘voice of customer’ feedback back to Product, Marketing and Customer Care, and Field Operations teams
  • Maintain an established work schedule, including evening and weekend hours

Experience Required:

  • 4-year College degree in Marketing, Communications or Public Relations is preferred
  • 1-2 years of professional experience, with social community management or online communications
  • True subject matter expertise in social media – significant first-hand experience with major platforms, their differences, benefits and unique features
  • Outstanding written communication skills
  • Ability to think quickly on your feet
  • Experience with social media aggregator and consumer sentiment monitoring tools
  • Excellent interpersonal and communication skills with a strong understanding of messaging and reputation management
  • Excellent problem solving and analytical skills
  • Strong attention to detail

Desired Attributes:

  • Motivated self-starter with a strong work ethic
  • Genuinely fascinated by people
  • Intellectually curious; pursue a wide range of personal interests
  • Flexibility to quickly adjust to unforeseen changes in priorities and workload
  • Team player and relationship builder, able to collaborate effectively and to incorporate/ build on feedback from other individuals and groups

Job Location: IRVING, Texas, United States

Position Type: Full-Time/Regular

Tracking Code: 317528-798