Specialist, Social GC

Responsibilities The Specialist, GC Social 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. 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 Guest 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 Supervisor regarding trends and other findings regarding Guest 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 Care 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). Qualifications Bachelor's degree or equivalent experience (Business Administration, Hospitality Management, Marketing, Communications, and/or related field). 3-5 years of experience. Strong familiarity with the business applications of social media platforms, such as but not limited to Facebook, Twitter, YouTube, LinkedIn, TikTok, Pinterest, etc. Strong interest in and understanding of the principals of digital & content marketing and all aspects of social media, paid media, and emerging content distribution channels. Use of various analytics software with evident social networking experience. Passionately in tune with the latest social media developments, online behaviors, and trends. Proven results in increasing followers and engagement for multiple social media accounts. Build Relationships, Think Critically, Communicate Clearly. Effective interpersonal, verbal, and exceptional written communication skills. Ability to handle detail-oriented work while meeting schedules and deadlines. Extraordinarily creative and with a drive to meet goals and succeed. Domestic & International travel under 10% of time. Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time. Hybrid. *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 do 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. Overview At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet! Fly With A Winner: We are proud to be recognized by Forbes as one of America’s Best Employers for Diversity 2022 and by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement means boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success. The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live. That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation. Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them. Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family. EEOC Statement Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.