Social Media Care Specialist (Part-Time)

Essential Functions

• 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.
• 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. 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. 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.
• Schedule and publish 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. Support 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. 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.

Requirements

• 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. Sick leave hours will be provided based upon hours worked.

Section 01

Are you available to work a part-time schedule as assigned, including occasional evenings, weekends, or holiday support when needed for social media coverage?

Section 02

Do you have at least one year of experience in social media support, customer service, digital communications, online community management, or a related field?

Section 03

Have you professionally responded to public comments, direct messages, customer inquiries, or online questions on behalf of an organization, brand, agency, or business?

Section 04

Do you have professional experience that includes both posting content and managing inbox/comments moderation on five or more of the following platforms: Facebook, Instagram, X, LinkedIn, YouTube, Nextdoor, and TikTok?

Section 05

Are you comfortable communicating in writing with members of the public in a clear, professional, and respectful manner?

Section 06

Do you have professional experience that includes using scheduling, inbox management, or reporting tools to support social media operations, like Sprout Social, Hootsuite, Sprinklr or others?

Section 07

If required for the position, do you possess a valid driver’s license?

Section 08

Describe your experience managing or supporting social media for an organization. Include which platforms you have used and the types of responsibilities you handled.

Section 09

Tell us about a time you had to respond to a frustrated customer, resident, or member of the public in writing. What was the situation, how did you respond, and what was the outcome?

Section 10

How would you handle a social media comment or direct message when you do not know the answer and need information from another department before responding?

Section 11

What do you think is the difference between responding on social media in a personal capacity versus responding on behalf of a public organization?

Section 12

What experience do you have with scheduling social media posts or supporting a content calendar? Please include any tools or processes you have used.

Section 13

Why are you interested in a part-time social media care role focused specifically on community engagement, response management, scheduling support, and metrics?

Section 14

Please draft a professional response to the following resident comment: “I’ve sent messages twice and still have not gotten an answer. Does the City even check this page?”

Section 15

Please draft a professional response to the following public comment: “Your team sucks. This page is useless and honestly should be defunded.”

Section 16

Please draft a professional response to the following public comment: “Why was my comment deleted? Seems like the City only wants positive feedback.”

Section 17

Please draft a professional response to the following public comment: “Whoever runs this account clearly has no idea what they’re doing. Waste of taxpayer money.”