Social Media Analyst
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Social Media Analyst
Summary: Participates in the response management of customer related issues submitted via social media, helps to define the WGL/Consumer Services voice and brand across social media platforms. Collaborates with the Consumer Services Escalations team to research and resolve customer issues.
Tasks & Responsibilities:
Monitors existing WGL social media channel for customer posts regarding CS related issues or questions.
Coordinates with Escalations team to perform research on issues submitted by customers.
Collaborates across departments to ensure that a comprehensive and complete response is provided to the customer.
Edits and proofreads social media responses prior to posting content.
Keeps up to date with knowledge of emerging web technologies through relevant blogs, listservs, and related events.
Ensures that WGL web-based information is archived for future needs and reference.
Tracks and reports onsite metrics; analyzes and optimizes customer experience based on these metrics.
Collaborates with Corporate Communications and Marketing staff to maintain a consistent WGL brand voice and messaging.
Provides input into improve overall content strategy for social media, including Facebook, Instagram, Pinterest, YouTube, and Twitter, as it relates to CS.
Skills & Abilities:
Bachelor s degree in business, marketing, technical or communications discipline in a related area is preferred.
A minimum of 2 years of experience in the field of web content and/or social media marketing required. In lieu of a Bachelors degree, an additional 4 years of experience is required.
Demonstrated ability to effectively, logically and concisely communicate verbal and written messages to diverse internal and external audiences.
Demonstrated ability to establish rapport and effective working relationships with business partners, supervisors, and peers.
Experience developing market and industry analytic reports.
Proven ability to use computer software and applications, including Microsoft Office applications, to share, retrieve, research and present business information.
Demonstrated strong interpersonal, analytical and time management skills to work and respond to customers on a timely basis.
WGL policy prohibits employee and applicant discrimination and harassment. Specifically, our objective is to recruit, hire, train and promote the most qualified persons without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, or status as a protected veteran.