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PURPOSE: Social Media Representatives will act as a content creator and digital concierge for Mall of America through social media and online channels, as well as in-person. In this role, candidates will tell Mall of America's story through social media, while answering guest questions, providing solutions to challenges and a friendly, enthusiastic attitude. Candidates will work from a social media command center and work with a team of other social media team members to ensure Mall of America guests have an incredible experience before, during and after their visit.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Monitor, respond and engage across social media channels and MOA text messaging platform
• Assist with MOA social media content creation including copywriting, photography and video
• Utilize Mall technology and Mall devices to communicate with guests online and in person
• Monitor pop culture, competitor, influencer, industry and media trends that impact Mall of America
• Track customer engagement sentiment and opportunities for social care improvement
• Carry out community management activities: respond to customer questions, concerns and feedback, remove comments and spam that violate our community page guidelines, report conversations and feedback to appropriate Mall departments
• Assist with compiling social media analytics reports
• Complete MOA social media engagement best practices and platform training; stay up-to-date with platform improvements
• Identify new training and growth opportunities, as well as feedback around the digital guest service role
• Recognize and flag social influencers, bloggers and notable service interactions
• Reflect MOA voice and tone in all communications
• Additional duties as assigned.

PREFERRED SKILLS, KNOWLEDGE AND ABILITIES:

• Must be at least 18 years of age with high school diploma or equivalent
• Degree in or pursuing a degree in Communications, Public Relations, Journalism, Marketing, or Liberal Arts
• Strong guest service and customer-focused mindset.
• Social media, communications, or digital marketing experience is preferred.
• Strong knowledge of social media platforms channels including, but not limited to Facebook, TikTok Instagram, Twitter, Snapchat, YouTube etc.
• Knowledge of using social media tools for business
• Flexibility in schedule
• Strong knowledge of computer and word processing applications
• Interest in emerging technology platforms
• Good verbal and written communication skills
• Strong organizational skills and ability to manage multiple assignments simultaneously
• Assertive with a "can do" attitude and able to work independently as well as be a team player

PHYSICAL JOB REQUIREMENTS:

• Sitting - Frequently
• Walking - Frequently
• Standing + moving - Frequently
• Perform repetitive motion (using keyboard/phone - Frequently
• Reach at or below shoulder level - Frequently
• Stoop and squat - Occasionally
• Lifting/carry up to 20 pounds - Occasionally
• Kneel and bend - Occasionally
• Reach at or above shoulder level - Occasionally