Sr Social Media Care Specialist

Job Details
Level
Experienced
Job Location
Oklahoma City Office - Oklahoma City, OK
Position Type
Full Time
Education Level
Bachelor's Degree
Travel Percentage
None
Job Shift
Day
Job Category
Marketing
Description
The Senior Social Media Care Specialist is responsible for monitoring Paycom's online brand presence by tracking, routing and responding to comments and mobile review activity online. Responsibility includes tracking daily trends and reporting on these findings to key stakeholders, as well as managing all processes, strategy, projects, and relationships associated with Social Media community management and external vendors. This position will also work with other areas of the Marketing and Communications team, as well as other departments within Paycom.
RESPONSIBILITIES

• Monitor, track and report on Paycom's online presence across numerous platforms in real time
• Communicate and coordinate across departments to ensure the proper escalation of feedback and alignment on response or strategy
• Lead strategy and efforts to review and moderate user generated comments, posts, reviews or other online content in a quick and timely manner. Oversee response to comments as appropriate in order to foster a positive community and add value to the user's experience
• Ensure partner agency and vendors are performing to standards by regularly conducting quality assurance checks, giving feedback, and adjusting approaches as necessary
• Be the subject matter expert on social care efforts by helping forecast new growth, proactively build strategies, social community management, and mobile reviews and ratings campaigns
• Create and implement a mobile reviews strategy and oversee responses, escalations, reports, and mobile app ratings
• Provide trend reports and detailed results of monitoring and response efforts daily, weekly and over time
• Proactively analyze potential threats from a multitude of sources and decide whether events are false positives or potential threats
• Become an expert in Paycom's customer demographics and current and future products. Ensure product benefits are consistently and properly presented to the appropriate audiences across all mediums
• Ensure documentation is updated and accurately reflects current processes and procedures
• Build and maintain relationships with key stakeholders, external vendors, partner agencies, and internal supporting teams
• Build out processes that automate and replicate social care tasks and functions
• Manage projects and initiatives related to social care and mobile reviews
• Proactively find new Social Media sites or online forums where Paycom is discussed

Qualifications
Education/Certification:

• Bachelor's degree

Experience:

• 2+ years of Social Media management experience

PREFERRED QUALIFICATIONS
Education/Certification:

• Bachelor's degree in public relations, marketing, communications, business, psychology, cyber security and/or related field

Experience:

• 4+ years of Social Media management experience
• Previous roles in Social Media moderation, public relations, marketing, or customer service
• Experience with social listening software like Sprout Social or Sprinklr

Skills/Abilities:

• Uses discretion to decide potential impact and whether escalation and reporting are required
• Ability to create or leverage community management guidelines and documents that reflects the holistic understanding and implementation of the role and its effects
• Ability to respond to high pressure or rapidly escalating situations with a calm and professional demeanor
• Ability to create external communications quickly and effectively
• Strong planning skills and proven experience in coordinating ideas and resources to achieve goals
• Computer proficiency in MS Office products, specifically Word, Excel and PowerPoint
• Strong technical aptitude in learning new software, industry terminology and Paycom specific products quickly
• Experience with social listening software like Sprout Social or Sprinklr
• Strong verbal and written communication skills
• Professional demeanor and appearance
• High standard of excellence in attention to details, deadlines, office policies and procedures
• Ability to handle a number of high priority projects simultaneously and effectively
• Able to work well with others across the organization
• Strong analytical and problem-solving skills
• Highly responsive with an ability to handle escalations quickly and professionally

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc