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Social Media Specialist

ABOUT TRAVEL RESORTS OF AMERICA (TRA)
TRA is a membership-based camping service with resorts located along the East coast. Travel Resorts of America offers a premier, luxury camping experience for all types of campers, whether they own an RV, a camper, a tent or are renting a cabin. At each location, there are amenities such as pools, paintball and mini golf, and our resorts also offer access to many local attractions. Travel Resorts of America owns and maintains eight RV resorts that have set the standard of quality throughout the RV parks network.
Purpose
This position will develop and execute online reputation management strategies including implementation and administration of reputation management software. The SMS will spend significant time monitoring social media posts, compiling online review data, identifying trends, report creation, drafting customer responses, and making recommendations to improve social media results in a clear, concise, and actionable manner.
Primary Functions
Develop strong and trusted relationships with members through timely and accurate communications.
Interact with incoming new member calls, emails, and requests to ensure excellent customer service and satisfaction.
Become an advocate of the Company in social media spaces, engaging in dialogues and answering consumer questions and complaints in a timely and brand-positive manner.
Monitor, analyze and evaluate performance and produce regular detailed reports on key metrics, identifying problems and recommending solutions.
Collaborate with other departments to manage member communications, online reputation, identify key players and develop best practices.
Oversee the daily use of the CRM and online reputation management tool.
Develop and maintain standardized policies and procedures for reputation management across social networks.
Manage the dispute resolution process by responding to customer claims in both verbal and written form by investigating customer claims and gathering necessary information/documentation. Ensure all escalation protocols, company policies, and high-risk social and regulatory media communications are handled properly.
Manage company member surveys and increase level of positive feedback reviews.
Other duties as assigned
Required Skills
3-5 years of experience in the social media universe of communities, CRM, social CMS tools, and platform management tools
Experience managing Facebook, Twitter, Instagram, Google Reviews, and other social media platforms
Experience in data analysis of customer trends utilizing Social Media software tools.
Excellent communicator, writer and creative thinker, with an ability to use both data and intuition to inform decisions.
In-depth knowledge and understanding of social media platforms and online communities.
Experience in managing Social Media ratings.
Detail oriented with strong analytical and problem-solving skills.
Strong knowledge of Microsoft Office applications Excel, Word, PowerPoint, and Outlook.
Undergraduate degree in business, marketing, communications, or related field
Ability to prioritize and execute tasks to meet deadlines
Strategic thinker
Excellent organizational, planning, problem solving and interpersonal skills
Strong time management skills required



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