Social Media Care Specialist (Part-Time)

The Part-Time Social Media Care Specialist supports the Digital Communications Office by providing timely, accurate, and professional customer service across the City’s official social media platforms. This position is dedicated specifically to social media functions and serves as a public-facing point of contact for reviewing, monitoring, and responding to comments and direct messages on Facebook, Instagram, X, LinkedIn, YouTube, Nextdoor, and TikTok.

The specialist helps ensure that resident questions and concerns are addressed in a manner that is responsive, respectful, consistent, and aligned with City policies, tone, and customer service standards. This role also supports day-to-day social media operations by assisting with post scheduling, platform monitoring, content publishing support, and metrics reporting. The position works closely with the Social Media Manager and internal departments to verify information, escalate issues when appropriate, identify trends or recurring concerns, and support effective communication with the community across City social media channels.

The following description is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

Community Engagement: Monitor and review comments, direct messages, mentions, and public interactions across the City’s official social media platforms, including Facebook, Instagram, X, LinkedIn, YouTube, Nextdoor, and TikTok. Respond to routine inquiries in a timely, professional, and customer-focused manner using approved messaging, established guidance, and City communication standards.

Information Verification: Coordinate with internal departments and the Social Media Manager to verify facts, service details, program information, and policy-related responses before replying to the public, ensuring communication is accurate, consistent, and aligned with City protocols.

Issue Tracking and Escalation: Identify sensitive issues, recurring questions, resident concerns, misinformation, service complaints, and potential reputation risks. Escalate issues to the Social Media Manager, Deputy Director, or appropriate department as needed for review, follow-up, or approval.

Moderation Support: Review and moderate user-generated content in accordance with the City’s social media terms and conditions, platform standards, and established moderation practices. Assist with documenting moderation actions and maintaining consistency in the application of response and moderation guidelines.

Scheduling and Publishing Support: Assist with scheduling approved social media posts through the City’s social media management tools. Review post elements such as captions, links, tags, timing, thumbnails, and platform formatting to help support publishing accuracy and quality control.

Metrics and Reporting Support: Assist with weekly, monthly, and campaign-based social media reporting by compiling performance data such as reach, impressions, engagement, audience growth, comments, messages, and response activity. Help identify trends, recurring topics, and platform performance patterns to support social media planning and reporting.

Content and Response Support: Maintain and organize approved response templates, frequently used messaging, and resource materials to help ensure consistency, clarity, and efficiency in public interactions across all social media platforms.

Education/Experience: Job related education and/or experience equivalent to graduation from high school or GED equivalent and one (1) year of experience in social media support, customer service, digital communications, online community management, public information support, or a closely related field. Experience responding to the public in writing, managing comments or inbox activity, and supporting content publishing or social reporting is preferred.

Certifications and Other Requirements: Valid Arizona Driver License may be required depending on department needs.

Reading: Job related ability to read and understand social media content, comments, direct messages, internal guidance documents, policies, procedures, reports, and correspondence at a level necessary to perform the work accurately and efficiently.

Math: Job related ability to perform basic mathematical calculations and interpret routine social media data and metrics, including totals, percentages, comparisons, and trend summaries.

Writing: Job related ability to communicate clearly, professionally, and effectively in writing for public-facing social media responses, internal coordination, summaries, reports, and documentation. Ability to write in a concise, customer-focused, and brand-aligned manner is required.

Supervision Received: Works under the general supervision of the Social Media Manager or assigned supervisor, following established procedures, response guidance, platform standards, and City policies. Independent judgment is exercised in handling routine interactions, with sensitive or complex matters referred to the Social Media Manager or Deputy Director.

Supervision Exercised: None.

Specialist Skills: Working knowledge of major social media platforms, including Facebook, Instagram, X, LinkedIn, YouTube, Nextdoor, and TikTok. Knowledge of online customer service practices, social media moderation, platform etiquette, and digital communication standards. Ability to manage multiple tasks and interactions in a fast-paced environment while maintaining professionalism, accuracy, attention to detail, and sound judgment. Ability to recognize issues requiring escalation and handle sensitive or high-visibility interactions appropriately. Proficiency with Microsoft Office and social media management, scheduling, and reporting tools is preferred.