The Freelance Social Media Specialist is responsible for monitoring and community engagement. This social media role will help to protect our online brand health and maintain a cohesive voice for Laser Spine Institute across all social media channels, owned and otherwise. They will assist with the execution of the organization's owned social media channels, including monitoring, engaging and amplifying influencers while always ensuring the highest level of customer service. Responding will involve critical thinking, expert listening skills and effective ability to diffuse questions and concerns.
Essential Functions - Duties & Responsibilities
Availability during weekends, evenings and holidays and to support team for vacation coverage.
Continues social media and customer service education to enhance skills.
Strong writing, editing and organization skills applied with social media knowledge and ability to multi-task.
Manages seamless monitoring of owned social media channels, including: Online support of community engagement by providing answers and feedback to patients and online community to educate.
Helps identify patient testimonials for User Generated Content opportunities and amplifying our brand voice.
Assists with interdepartmental communication with patients to help resolve issues and complaints.
Supports online brand health initiatives by staying updated with company messaging and triage strategies to provide the best customer service, documenting or tasking as needed.
Identifies voice and maintains consistent social media strategy when posting across all social media platforms, including customer service and quality assurance, reviewing content with brand standards and patient sensitivity in mind.
Understands social media initiatives and programs including the strategic targeting of posts.
Stays informed of platform changes, improvements or new developments, communicating ideas for implementation to team on responding to Facebook Users.
Use of community engagement tools needed to perform social media tasks, including, but not limited to: Sprout Social, Reputology, Hootsuite, ConsumerAffairs, Google Drive.
Supports monitoring schedule and updates team if there are any gaps in coverage.
Other duties as required
Qualifications & Requirements
Laser Spine Institute