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Social Media Communication Senior Specialist - Social Care 🔥


At American Family Insurance, we believe people are an organization’s most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we’re committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers’ dreams in ways never imagined.


American Family Insurance is driven by our customers and employees. That’s why we provide more than just a job – we provide opportunity. Whether you’re already part of our team in search of a new challenge or new to our company and ready for what’s next, you’re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Job ID:

R28404 Social Media Communication Senior Specialist - Social Care (Open to Remote) (Open)

Compensation may vary based on the job level and your geographic work location.

Compensation Minimum:68,200.00 - USD Annual

Compensation Maximum:109,200.00 - USD Annual

Summary:

Job Family Summary:
Maintains the integrity of the company’s brand through mobilizing, monitoring, and communicating with internal teams in response to a crisis. Helps determine and draft social reactive engagement responses for all scenarios. Responsible for developing social care templated responses for the moderation team to deploy. Develops and reviews training materials and trains the social care moderation team and new team members. This is a customer care role – not a paid or organic social media role that develops or deploys content.
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About American Family Insurance:

We are dream champions and difference makers. We change lives for the better.
Your big ideas and collaborative spirit can help us convey those messages to customers across our enterprise.
We’re a Fortune 300 company operating in all 50 states, looking for highly creative and insightful marketing professionals. In this role, you’ll reach current and new customers with engaging, effective and memorable marketing initiatives and help build a brand that’s relevant to their lives.
If you want to create, manage and execute strategies that engage customers, expand markets and support our growing enterprise of companies, you’ll fit right in.
We unapologetically promote inspiring, protecting and restoring our customers’ dreams … and yours.


Job Description:

Primary Accountabilities

  • The Social (Media) Care Communication Senior Specialist leads the social care crisis communications process and responses for the organization
  • Produces engagement content for social media platforms to reactively respond to current and potential customers by answering questions, resolving issues, and proactively responding to positive comments.
  • Develops training materials for onboarding internal team members and moderation team members
  • Lead trainer for onboarding team members and moderation team members
  • Proactive and reactive social engagement communications/copywriting for the brand
  • Participates in conversations surrounding company content, products, and brand to promote and maintain company reputation.
  • Monitors and mediates discussions to correct misinformation or erroneous perceptions.
  • Research customer issues and formulates an appropriate branded response to resolve issue.
  • Direct liaison with Corporate Communications
  • Direct liaison with Corporate Security
  • Social support for insurance catastrophe messaging
  • Overall strategic and project management support for Social Care growth
  • Digital Care
  • Email Care
  • Enterprise offerings
  • On-call responsibilities

Travel Requirements

  • This position requires travel up to 10% of the time.

Specialized Knowledge & Skills Requirements

  • Demonstrated experience providing customer-driven solutions, support or service
  • Strong experience with effective verbal and written communication
  • Extensive knowledge and understanding of social media channels
  • Demonstrated experience using social media to positively influence others
  • Demonstrated experience coaching and consulting with leadership

Additional Job Information:

As part of the Social Care team, the Social Media Communications Senior Specialist will primarily focus on:

  • Engage, moderate and populate related social channels and forums, proactively or reactively
  • Help maintain brand voice guidelines to ensure consistency throughout all our communications
  • Work hand in hand with designers to develop engaging and response messages
  • Will participate in the on-call rotation


The preferred candidate will have:

  • Writing experience and editing communications
  • Persuasive writing and grammar experience with outstanding proofreading and syntax skills
  • Crisis communication experience
  • Exceptional customer care experience
  • Training or coaching experience
  • Strong understanding of the social media landscape best practices
  • Experience successfully managing multiple projects simultaneously while working with various stakeholders and teams
  • Experience managing insurance or financial brands in the community space is a plus
  • A team player who loves to collaborate at all levels
  • Experience using Sprinklr or a similar social media solution

Please include a link to your portfolio of work samples that shows your experience with crisis and copywriting

Expectations in your new role:

In the first two weeks before your start date:

  • Equip with credentials, equipment, and all the standard paperwork to ensure you are day one success ready

The first week:

  • In your first week, you will meet the team and receive a high-level overview of the organization, the history, culture, mission, vision, and values we stand behind

In the first 30 days:

  • You will train on our social media tools, learn the ins and outs through what we believe is best through 'on-the-job' training, learn the on-call function of the job
  • You will further acclimate to understanding the team structure and how you play a part in that growth
  • Build a basic understanding of the social media community team expectations and general operations

In the first 60 days:

  • You will take on ad-hoc projects that will prepare you for the longer-term strategies of your role and the framework in which we operate
  • Build an advanced understanding of the social media care team expectations and general operations

In the first 90 days:

  • Contribute your initial thoughts and ideas, go through deeper onboarding with stakeholders outside the team and understand how social media care impacts the enterprise
  • You will establish one performance and one development goal to deliver against in the current year as well as be assigned, as a member of the team, to the collaborative team goals
  • Contribute and shape part of the understanding of the social media care team expectations and general operations

In the first six months:

  • You will work with your team to create long term ideas for the programs you are accountable for
  • Advocate and deliver projects on behalf of the social media care team expectations and general operations.

Success in this role means:

  • You will be successful if your core values and work you've done speaks to executing, building relations, influencing, being strategic.
  • Examples include being proactive and resourceful, being a team player and open-minded, focused on results and communication, and being analytical and futuristic.

Success in this role means:

  • You will be successful if your core values and work you've done speaks to executing, building relations, influencing, being strategic.
  • Examples include being proactive and resourceful, being a team player and open-minded, focused on results and communication, and being analytical and futuristic.

  • This role is open to remote workers anywhere in the US.

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When you work at American Family you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Enterprise benefits.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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