Social Media Response Analyst

Employer
AARP
Location
Washington, DC
Posted
Jul 02, 2022
Closes
Jul 29, 2022
Ref
2675
Hours
Full Time
Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

The Member Services Analyst resolves escalated inquiries received through e-mail, social media, written correspondence, and telephone channels. The Analyst translates and communicates the organization's public policy, congressional legislation, and benefit program guidelines for members and communicates the organization's value offerings with each member.

Responsibilities

  • Handles complex and high profile social media cases sent to the division, in collaboration with two other full-time social media response specialists.
    Be our client's voice on social media and exercise impeccable judgment as a representative.
  • Responds to escalated cases which involve Leadership, ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
  • Possesses familiarity with social media platforms, including Facebook, Twitter and YouTube. Contributes to the expansion of our client's social response capabilities into both existing and up-and-coming social media platforms.
  • Handles CEO public facing responses to social media including Twitter, LinkedIn, and Facebook. Collaborates with key contacts from across the division, including media to ensure that the "CEO's" response is in line with the goals of the division and positively promotes the image of the organization.
  • Crafts well written, researched, and member-focused responses for use in social media channels. Maintains excellent knowledge of organization initiatives, legislative positions and policies, and membership options and is able to clearly and professionally articulate to members and non-members verbally and in writing, significantly contributing to the department's service level goals.
  • Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently.
  • Attention to detail must be impeccable to mitigate negative impact to the organization's reputation. Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product.

Qualifications

  • Completion of a Bachelor's degree in Business, Public Relations or Communications preferred and 3+ years of relevant experience.
  • Experience working in a social media and/or customer care environment.
  • Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint. Able to navigate and interpret company software and knowledge-based tools. Proficiency in social media management and analytics software. Familiar with advanced social media software.
  • Ability to grasp technical concepts and are familiar with some of the latest tools.
  • Strong and captivating copywriting skills and attention to detail.
  • Excellent problem solving and analytical skills.
  • Ability to achieve a strong understanding of organization policies, procedures and issue stances with a designated timeframe and ability to work in a team environment that is fast paced and results oriented.
  • This is an open-space office environment and the ability to work effectively surrounded by moderate noise is required.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Telework and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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