Specialist, Guest Relations Social Media

Overview

The Guest Relations Social Media Specialist will assist in the execution of Spirit’s social strategies, including but not limited to copy writing, managing the Guest Relations workflow, handling social media crisis and escalations, and maintaining Spirit’s social profiles. The Specialist must collaborate with internal teams to improve the Guest Experience and highlight trends and areas of improvement.

Responsibilities

• Create and manage daily posts to social networks and monitor review sites for online reputation.
• Respond to messages received on all social media channels, and escalate when necessary.
• Create, manage, analyze and constantly improve social effectiveness.
• Monitor social media pages through the day to identify opportunities to create engaging content.
• Build and grow an audience on new and existing tools to create weekly reports on the impact and effectiveness of online efforts.
• Alert appropriate teams of potential risks found on social media outlets.
• Resolve all customer concerns by thoroughly researching and providing accurate and well written responses in real-time via Twitter and other Social Media outlets.
• Track common issues received and determine potential solutions. Feedback provided to team Lead regarding trends and other findings regarding customer opinion.
• Assist with crisis management, bad reviews, and negative news communications.
• Respond to all escalated matters and tickets prone to go DOT to help d-escalate.
• Build meaningful connections and encourage community members through dialog and messaging via Spirit’s social media channels.
• Collaborate with other departments to manage company reputation, coordinate promotions, and increase reach
• Monitor social media groups, trends, tools, and applications and recommend actions/next steps.
• Regularly report insights gained from social media monitoring to internal and external stakeholders.
• Identify, measure, analyze, and make tactical recommendations for the Guest Relations team workflow based on key metrics and data.
• Monitor the sentiment for the company’s content-related assets, and notify Brand when outliers occur.
• Proactively post information on Spirit’s social channels that help Guests travel more efficiently.
• Monitor Guest volume and inquires that may affect operations. If any trends are found, must notify the OCC immediately. Must also notify the OCC if Guests or other airlines are mentioning IROPS that may require a travel advisory to be created.
• Alert media of crisis, influencers and articles.
• Work directly with the vendor team (usually 10 or more at a time) to manage volume, the vendor’s workflow and handle escalations.
• During a crisis or major IROP, the OCC has a dedicated social chair that the coordinator is required to work from.
• Provide daily direction and communication to team members to ensure tickets are answered in a timely, efficient and knowledgeable manner when escalations occur.
• May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g. emergencies, change in workload, rush jobs or technical developments.)

*Please be advised that you will be asked to complete a required assessment to be considered for this position.  This assessment will be emailed to you after you apply.  Please be sure to check your Spam folder and/or junk mail if you did not receive it.

We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more.  We strive to maintain a professional, yet friendly environment and promote professional and career development for our team members.

Qualifications

• Bachelors Degree Required
• 1-2 years of Customer Service Experience
• Ability to work from 4:00 pm - 2:00 am and on weekends and holidays
• Able to travel up to 10% of the time
• Deep capability in written and verbal communication, crafting messaging and expressing in a powerful and simple manner.
• Basic knowledge in Excel, Word, and PowerPoint
• Excellent knowledge of Facebook, Twitter, LinkedIn, and Instagram social media best practices.
• Passionately in tune with latest social media developments, online behaviors, and trends.
• Knowledge of Department of Transportation rules and regulations.
• Knowledge of company systems, applications, policies and procedures.
• Must be able to work well under pressure reaching fluctuating goals based on amount of incoming feedback.
• Have a willingness to work long hours when a social media crisis occurs.
• Must have an innate ability to communicate in Spirit’s brand voice, actively engaging followers in a dialogue to transform visitors into advocates for the brand.
• Ability to work nights and weekends.
• Strong organizational, planning and multi-tasking skills.
• Minimum typing 40 words per minute.

EEOC Statement

Spirit Airlines is an Equal Employment Opportunity employer.  We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other applicable employment laws and regulations.  It is our intent to maintain a workplace free from harassment, discrimination, and retaliation because of age, sex (including pregnancy), race, national origin, disability, color, religion, genetic information, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.