Senior Social Media Community Specialist

JOB SUMMARY

The Senior Social Media Community Specialist will drive strategic oversight of ratings and reviews, third-party evaluations, industry recognitions, and employer brand initiatives across multiple platforms. The Senior Specialist role will bring a deep understanding of social media community management, consumer review channels (e.g., Google, Yelp, Better Business Bureau, Consumer Affairs), employer review sites (e.g., Glassdoor, ), and local business listings, leveraging these channels to maximize credibility and customer engagement. This role is hybrid, onsite in Clearwater, FL Monday - Thursday, and the PODS team works from home on Fridays.

Success in this position requires a collaborative mindset. This individual will work closely with cross-functional teams to advance customer service excellence, reputation management, and employee brand advocacy initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and execute review generation strategies to encourage customers - without incentivizing them - to write reviews about their experience on Google, Yelp, Consumer Affairs, etc.
• Lead an employer brand strategy by creating and implementing initiatives that enhance the company's reputation as an employer of choice, including managing employee reviews on sites like Glassdoor and
• Partner with the Customer Experience / Research team to analysis consumer sentiment across review and social media sites to assess public perception of the brand
• Support customer service recovery efforts by working closely with the frontline social media and senior customer resolution teams tasked with engaging directly with prospects / customers
• Conduct ongoing social listening to monitor brand sentiment, identify trends, and gather insights, enabling proactive engagement and strategy adjustments
• Identify and mitigate potential problems online before they become a significant risk
• Use internal systems to investigate customer service issues and provide recommendations to management
• Prepare monthly, quarterly, annual, and ad hoc reports by locating and compiling relevant data
• Perform maintenance as needed on social media / review accounts (e.g., updating cover / header photos, profile photos, descriptions, products / services)
• Define a multi-platform social media / review response strategy, including leading the development of templatized responses / statements
• Develop a consistent strategic approach for C-suite executives on LinkedIn and curate compelling content
• Manage, coach, and inspire employees on the power of social media / review sites
• Assist with crisis communications as needed
• May oversee PR, advertising, or creative agency
• Coordinate employee engagement / community involvement opportunities as needed
• Perform general administrative duties, such as invoice management and scheduling meetings, as needed
• May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

JOB QUALIFICATIONS : Essential Skills, Abilities, and Example Behavior(s)

DELIVER QUALITY RESULTS : Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards

TAKE INITIATIVE : Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision

BE INNOVATIVE / CREATIVE : Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities

BE PROFESSIONAL : Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor

ADVANCED COMPUTER USER : Able to use required software applications to produce correspondence, reports, presentations, electronic communication, and complex spreadsheets including formulas and macros and / or databases. Able to operate general office equipment including company telephone system

JOB QUALIFICATIONS : Education & Experience Requirements

Unsolicited Resumes from Third-Party Recruiters

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values.Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

#App1