Social Media Specialist

Summary of Major Responsibilities:

Exact Sciences is seeking an enthusiastic, detail-oriented, self-starter to join our team as a Social Media Specialist. This highly visible role will serve as the first point of contact for Cologuard community management, ensuring the online community of Cologuard advocates is continuously cultivated, as well as for Cologuard social customer care, ensuring and customer issues are promptly identified, escalated to the appropriate functional group, and followed through to resolution. The role will also work extensively in the enterprise social media management tool to identify, tag, respond, and triage issues from social listening, reviews sites, and managed/owned social accounts while being a conduit for change. The ideal candidate is a team player who is well-versed in social platforms and engagement and possesses a passion for solving customer problems, a deep understanding of online reputation management, and strong analytics skills.

Essential Duties and Responsibilities:

• Manage the Cologuard Facebook community. 
• Serve as functional lead for social customer care and engagement. 
• Adhere to appropriate service-level agreements (SLAs) for response time and resolution. 
• Collaborate with customer service, marketing, legal, and other teams across the enterprise to provide prompt issue resolution. 
• Own the case management process within enterprise social media management tool (Sprinklr). 
• Work within the enterprise social media management tool to identify, tag, respond, and triage issues from social listening, reviews sites, and managed/owned social accounts while being a conduit for change. 
• Maintain, enhance, and distribute social care, social listening, and other social performance reports. 
• Serve as enterprise Sprinklr reporting lead.
• Establish key performance indicators; monitor and report on campaign performance and social listening insights. 
• Keep up-to-date with our audience’s preferences and media usage; identify and escalate trends and identify areas of improvement in brand messaging across social channels. 
• Excellent verbal and written communication skills. 
• Personable and empathetic. 
• Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances. 
• Strong interpersonal and teamwork skills; including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs. 
• Ability to build relationships and effectively connect with others; approachable and viewed as a responsive resource for employees and leaders. 
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. 
• Support and comply with the company’s Quality Management System policies and procedures. 
• Regular and reliable attendance. 
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day. 
• Ability to travel 15% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications:

• Bachelor’s degree in Communications, Journalism, Marketing, or related field. 
• 2+years of experience in marketing, communications, digital marketing, customer service, or social media. 
• 1+ years of professional social media experience, including experience with a social media management tool, such as Sprinklr, Spredfast, Social Studio, etc. 
• Strong understanding of the nuances of communicating with customers across various social media platforms. 
• Proficient in Microsoft Office products; including Excel and PowerPoint. Authorization to work in the United States without sponsorship. 
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications:

• Advanced social media management tool training or certification preferred. 
• Expertise with Sprinklr or other social media management tools for community management, social care, publishing, and reporting. 
• Direct experience with social community management, social customer care, crisis communications, triage, or response. 
• Previous customer service experience or training. 
• Deep understanding of social platforms, trends, and technology, particularly as it relates to using social for customer service and engagement. 
• Detail-oriented and naturally inquisitive with strong sense of urgency; wants to quickly get to the root of a problem, but takes the necessary time to first understand the issue and develop approach. 
• Effective project management abilities; willingness to manage multiple projects simultaneously.