Online Community Engagement Specialist

Sun Country Airlines    Eagan, MN
Job Description

The Online Community Engagement Specialist is responsible for interacting with customers via social media and online forums. This person will serve as a brand advocate for Sun Country and ensure that customers receive a timely, relevant response. This person should enjoy working in a fast-paced environment and be excited about playing a key role in a growing company’s online presence. Strong written and communication skills will be essential.

Primary Responsibilities

  • Respond to customers on social media and online forums with timely, relevant responses
  • Utilize Sun Country’s social engagement platform to respond, label and measure sentiment of incoming communication
  • Serve as a brand advocate for Sun Country by taking negative situations and turning them into positive experiences for our customers
  • Provide sensitive responses to customer issues related to service issues and/or other feedback about their Sun Country experience
  • Provide responses to customer reviews on travel forums
  • Maintain brand standards in responses with correct tone of voice and key messages
  • Appropriately determine escalated customer cases and share with necessary parties
  • Work with other departments as necessary to resolve issues
  • Provide daily reports to inform the team of important emerging topics online about Sun Country
  • Provide feedback to Senior Manager Communications to improve customer experience
  • Required Skills
  • Proficient in Microsoft Office Suite applications
  • Strong familiarity with internet applications
  • Strong writing and interpersonal skills
  • Ability to prioritize multiple tasks and remain organized
  • Capable of successful formal and informal communication
  • Candidate should have personal accountability and ability to work independently
  • Proactive in nature with customer satisfaction as a primary goal
  • Enthusiastic and willing to participate in playing an important role in helping to retain Sun Country customers
  • Ability to work early mornings, evenings and weekends
  • 2 year degree or high school diploma + 3 years of relevant experience
  • Required Experience

    Required Experience

  • Social Media, PR, Community Management or Customer Service experience
  • Strong familiarity with internet applications
  • **You may or may not undergo a skills writing assessment during the interview process and will be provided the instruction and resources to be successful in completing the writing assessment. We will ensure we work with/through any reasonable accommodations necessary.

    About Sun Country/Compensation and Benefits

    When you come on board, you’re joining a team of driven and talented employees who are focused on creating a safe and enjoyable experience for our customers each and every day. We take pride in our culture of excellence and we’d love to have you come join us. In addition to working for a great company, you’ll enjoy these benefits:

  • Competitive base
  • 401k
  • Travel privileges
  • Medical and dental insurance

  • Thu, 11 Apr 2019 06:03:52 GMT

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