Specialist, Social GC

The Specialist, GC Social will assist in the execution of Spirit’s social strategies, including but not limited to copy writing, managing the Guest Relations workflow, handling social media crisis and escalations, and maintaining Spirit’s social profiles. 

• Address questions posed by vendor site agents to ensure best practices are applied to the Guest Care experience. 
• Manage daily posts to social networks and monitor review sites for online reputation.
• Assist leader on call incidents when scheduled. 
• Respond to messages received on all social media channels, and escalate when necessary.
• Alert appropriate teams of potential risks found on social media outlets.
• Resolve all Guest concerns by thoroughly researching and providing accurate and well written responses in real-time via Twitter and other Social Media outlets.
• Track common issues received and determine potential solutions. Feedback provided to team Supervisor regarding trends and other findings regarding Guest opinion.
• Assist with crisis management, bad reviews, and negative news communications.
• Respond to all escalated matters and tickets prone to go DOT to help d-escalate.
• Build meaningful connections and encourage community members through dialog and messaging via Spirit’s social media channels.
• Collaborate with other departments to manage company reputation, coordinate promotions, and increase reach.
• Regularly report insights gained from social media monitoring to internal and external stakeholders.
• Monitor the sentiment for the company’s content-related assets, and notify Brand when outliers occur.
• Proactively post information on Spirit’s social channels that help Guests travel more efficiently.
• Monitor Guest volume and inquires that may affect operations. If any trends are found, must notify the OCC immediately.  Must also notify the OCC if Guests or other airlines are mentioning IROPS that may require a travel advisory to be created.
• Alert media of crisis, influencers, and articles.
• Work directly with the vendor team (usually 10 or more at a time) to manage volume, the vendor’s workflow and handle escalations.
• During a crisis or major IROP, the OCC has a dedicated social chair that the coordinator is required to work from.
• Provide daily direction and communication to team members to ensure tickets are answered in a timely, efficient and knowledgeable manner when escalations occur.
• May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies, changes in workload, rush jobs, or technical developments).

• Bachelors degree or equivalent experience in related field preferred.
• 3+ yrs. of customer service, guest care, or aviation experience required.
• Strong familiarity with the business applications of social media platforms, such as but not limited to Facebook, Twitter, YouTube, LinkedIn, TikTok, Pinterest, etc.
• Use of various analytics software with evident social networking experience.
• Passionately in tune with the latest social media developments, online behaviors, and trends.
• Effective interpersonal, verbal, and exceptional written communication skills.
• Ability to handle detail-oriented work while meeting schedules and deadlines.
• Extraordinarily creative and with a drive to meet goals and succeed.
• Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time.
• Remote (With the Team Member coming into the office for moments that matter.)

We offer a competitive salary and comprehensive benefits to our team members, including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits, and much more. We strive to maintain a professional yet friendly environment and promote professional and career development for our Team Members.

At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!  

• Fly With A Winner: We are proud to be recognized by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
• The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live.  That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
• Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
• Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.