Social Media Support RepresentativeAllegiant Air

Summary
The primary responsibility of the Social Media Support Representative (SMSR) is engaging users and creating an interactive relationship between the consumer and Allegiant by identifying a customer's travel needs, modifying existing reservations, and consulting on travel related issues to deliver a satisfying customer experience. In addition, a SMSR role includes the ability to identify potential news stories, media personnel inquiries and viral/trending posts. As business demands, resolution of customer inquiries may include outbound phone customer service.

Visa Sponsorship Available
No

Minimum Requirements
Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
Education: High School Diploma/GED
Years of Experience: Minimum six (6) months of Customer Service/Relations experience, preferably in the airline industry.

Valid/Unexpired Passport Book: No

Valid/Unexpired Driver's License: No

• Proven understanding of how to use a variety of social media platforms (Facebook, Twitter, Instagram, TikTok etc.).
• Basic computer skills; ability to type 50 WMP with minimal errors.
• Excellent communication skills in English, both verbal and written.
• Ability to navigate through several web applications simultaneously.
• Excellent written communication skills with a keen eye for detail.
• Adaptable to changes in processes and procedures.
• Strong understanding of various social media platforms, trends, and best practices.
• Excellent written communication skills with the ability to convey information clearly and professionally.
• Customer-centric mindset and the ability to handle customer interactions with empathy and patience.
• Crisis management skills and the ability to respond to negative feedback or issues diplomatically.
• Proficiency in social media management tools and analytics platforms.
• Ability to work flexible hours, including weekends and evenings, to cover real-time social media activity.

Preferred Requirements
• Bachelor’s degree in Communications or a related field preferred.
• Proven experience as a Social Media Representative or a similar role, preferably in the airline industry.
• Familiarity with airline operations, services, and policies.

Job Duties
• Monitor inbound social conversations across various social media channels to identify brand response opportunities to customer comments, questions, or concerns.
• Engage with customers in a timely and professional manner, providing assistance, information, and resolving issues effectively.
• Ability to multi-task through multiple booking systems.
• Foster positive relationships with customers through social media interactions.
• Identify and address potential PR crises on social media, collaborating with the Media Relations and PR team to provide accurate and reassuring information to customers.
• Share relevant and engaging content, promotions, and updates on social media platforms to enhance the airline's online presence.
• Analyze customer feedback and sentiments on social media, providing insights to improve products, services, and overall customer satisfaction.
• Collaborate with other departments including the call center, marketing, and public relations, to ensure consistent messaging and a unified brand image.
• Ensure training requirements are met, i.e., new hire, recurrent, supplemental, and other training.
• Work as a backup for Customer Relations Correspondence Coordinator to provide live chat and SMS assistance or Customer Relations Representative for email case resolution.
• Model Allegiant's customer service standards in personal actions.
• Other duties as assigned when approved by management upon determination of skill-set requirement.

Physical Requirements
The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, keyboard, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role.

Essential Services Provider
Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order.

EEO Statement
We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team.

Equal Opportunity Employer: Disability/Veteran
For more information, see https://allegiantair.jobs