Public Response Community Manager Intern - Home-Based at Be The Match in Minneapolis, Minnesota

Job Description:

POSITION SUMMARY:

The Public Response Community Manager Intern, home-based anywhere in the U.S. is responsible for maintaining an online presence that engages the digital community and advocates for the Be the Match (BTM) brand to increase mentions and help grow our social following. This position will directly engage with the public and BTM registry members to inform, educate and inspire on behalf of BTM, overseeing all social media accounts, My Be the Match community (MyBTM) and webchat. Community Management also involves setting the tone for the community and enforcing community guidelines. This position will include core Public Response Representative duties and key skills. This position will support the achievement of department goals through accomplishing job accountabilities, providing excellent service to internal and external customers, and exceptional independent time management.

Being available to effectively engage in social media, responding to comments and questions in a timely manner, is a top priority for our public response team. It ensures we're creating an exceptional member engagement experience. This internship position is scheduled to work a combination of average and peak hours, which includes mornings, evenings, and weekends, working no more than 40 hours/week during the summer months. An example schedule is Sun: 7:30-9 AM, 7-8:30 PM; Mon: 12-8 PM; Tues: 8-9 AM, 6-9 PM; Wed: 7-9 AM, 2-8 PM; Thurs: 5- 9 PM; Fri: 7-9 AM, 2-8 PM; Sat: 7:30-9 AM, 7-8:30 PM. Hours listed are Central Time; schedule may vary according to need.

Please consider the above requirements when determining your interest in this opportunity.

ACCOUNTABILITIES:

Function A:

• Maintains expert proficiency in responding to incoming customer communications via social media, MyBTM app and webchat.
• Community management via likes and replies to social media comments including replying to direct messages.
• Approves join requests for MyBTM communities, monitoring community member adherence to guidelines.
• Responses to webchat questions and concerns from members and constituents.
• Manage social media engagement during events, such as Facebook Live and other live posts.
• Maintains knowledge of core functional activities to perform the Public Response Representative role; able to perform Representative role job tasks as needed.
• Maintains proficiency in managing and maintaining systems and procedures, such as: updating donor records, resolving swab kit issues, managing registrations, and onboarding new registry members with unique consent circumstances.
• Other Public Response and Social Media duties as assigned.

Function B:

• Public Response leadership and Social Media Team collaboration.
• Identifies trends through gathering, analyzing, and tracking information including crisis management.
• Funnel leads to Social Media team.
• Supports new processes during initial testing phase and implementation.
• Maintains continual feedback loop with stakeholders, ensuring transparency and shared accountability amongst impacted groups and departments.
• Builds and sustains excellent working relationships with other department managers and staff to improve customer service delivery.

Knowledge of:

• Strong functional knowledge of business social media principles, practices.

Ability to:

• Provide weekend, evening and work week coverage based on a 40 hour/week schedule.
• Write and speak with the voice of Be The Match to the public, registry members, and donors, using language consistent with current organizational messaging.
• Write effectively and in the tone of the brand while conveying complex or sensitive information to external or internal customers.
• Present yourself authentically online.
• Take initiative with strong and consistent follow-through to drive for results.
• Problem-solve, think critically, show good judgment, and manage conflict.
• Work effectively in a fast-paced environment, applying strong organizational skills with attention to detail.
• Work independently and in a team environment.
• Tailor responses to meet the unique and individual needs expressed through incoming communication channels.

Education and/or Experience:

• Currently enrolled in a marketing, public relations, or related bachelor's degree program at a college or university.
• Completed at least two years of relevant coursework.
• Previous work or internship experience in communications or writing to public and professional audience across multiple social media channels.
• Strong customer services experience.
• Basic word processing and data entry experience.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Experience working with social media management platforms such as Sprinklr.