Public Response Representative - Hybrid/Remote
Please apply online using a laptop or desktop computer.
POSITION SUMMARY:
The Public Response Representative is responsible for maintaining an online presence that engages the digital community and advocates for the NMDP brand to increase mentions and help grow our social following. This position will directly engage with the public and NMDP registry members to inform, educate and inspire on behalf of NMDP, overseeing all social media accounts, My NMDP community (MyNMDP) and webchat. Community Management also involves setting the tone for the community and enforcing community guidelines. This position will support the achievement of department goals through accomplishing job accountabilities, providing excellent service to internal and external customers, and exceptional independent time management. This position can be remote (US) or hybrid. #LI-Remote #LI-Hybrid
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ACCOUNTABILITIES:
Function A:
- Maintains expert proficiency in responding to incoming customer communications via social media, MyNMDP app and webchat
- Community management via likes and replies to social media comments including replying to direct messages
- Approves join requests for MyNMDP communities, monitoring community member adherence to guidelines
- Responses to webchat questions and concerns from members and constituents
- Manage social media engagement during events, such as Facebook Live and other live posts
- Maintains knowledge of core functional activities to perform the Public Response Representative role
- Maintains proficiency in managing and maintaining systems and procedures, such as: updating donor records, resolving swab kit issues, managing registrations, and onboarding new registry members with unique consent circumstances
- Other Public Response and Social Media duties as assigned/as needed
Function B:
- Public Response leadership and Social Media Team collaboration
- Identifies trends through gathering, analyzing, and tracking information including crisis management
- Funnel leads to Social Media team
- Supports new processes during initial testing phase and implementation
- Maintains continual feedback loop with stakeholders, ensuring transparency and shared accountability amongst impacted groups and departments
- Builds and sustains excellent working relationships with other department managers and staff to improve customer service delivery
REQUIRED QUALIFICATIONS:
Knowledge of:
- Strong functional knowledge of business social media principles, practices
Ability to:
- Provide holiday, weekend, evening, and work week coverage based on a 40 hour/week schedule
- Write and speak with the voice of NMDP to the public, registry members, and donors, using language consistent with current organizational messaging
- Write effectively and in the tone of the brand while conveying complex or sensitive information to external or internal customers
- Present yourself authentically online
- Take initiative with strong and consistent follow-through to drive for results
- Problem solve, think critically, show good judgment, and manage conflict
- Work effectively in a fast-paced environment, applying strong organizational skills with attention to detail
- Work independently and in a team environment
- Tailor responses to meet the unique and individual needs expressed through incoming communication channels
- Must exemplify our NMDP Standards.
Education and/or Experience:
- Associate’s degree in marketing or related field. However, upon evaluation, a combination of equivalent experience and/or education directly related to the degree may be substituted for the degree requirement
- One to three years of communications experience; writing to public and professional audience across multiple social media channels
- Basic word processing and data entry experience. Customer service and data entry experience may be concurrent.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Experience working with social media management platforms (such as Sprinklr or Meltwater)
DEI COMMITMENT:
As part of our values, we are committed to supporting diversity, equity, and inclusion at NMDP. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
BENEFITS:
NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information