FUNCTIONAL PURPOSE:

Compiles analysis data with respect to brand, products and services. Monitors and reviews content related to the USPS across all platforms, including online and social media, for public and commercial opinions. Tracks, identifies, and evaluates public and commercial discussions, references, and trends involving USPS and any content related to the Postal Service brand, products, and services online.

DUTIES AND RESPONSIBILITIES:

1. Monitors and tracks social media, print, broadcast and online discussions and content across all platforms to assess conversations regarding postal products, services, and brand.

2. Observes and follows industry discussions, comments and references regarding USPS in order to track patterns and sentiments to draw conclusions about the public and commercial opinions regarding Postal Service’s online presence and brand recognition. Monitors and identifies discussions that could potentially give opportunities to positively promote the Postal Service and improve customer service and insights.

3. Develops reports identifying data patterns, insights, and trends; communicates data findings to leadership to inform about the online developments regarding postings made by the Postal Service across all Postal online platforms (i.e., USPS social media accounts and website) and the public and commercial responses to critical events.

4. Utilizes social media to research and analyze online responses and feedback regarding USPS product and services to identify opportunities to create or improve Postal initiatives, programs, and services to the public and customers.

5. Collects and identifies public and commercial inquiries regarding complaints and concerns about the Postal Service, prioritizing customer inquiries; collaborates with the Social Customer Response Team to resolve critical discussions being held on social media. Escalates trending conversations and issues to management and ensures proper protocols are met.

6. Compiles reporting data for social and traditional media, visualizes reports to extract trends, sentiment and comments to report out to senior leadership for business evaluations and decision-making.

REQUIREMENTS:

1. Ability to work and interact with customers and employees in a fast paced digital environment.

2. Knowledge of all phases of communications work including writing, effective speaking, and media and public relations.

3. Ability to support programs and activities related to community relations, public relations, and social media in a professional setting.

4. Knowledge of major social media platforms (e.g., Facebook, Twitter, Instagram, Youtube) including features, user demographics, and engagement metrics sufficient to monitor and assess brand insights.

5. Ability to analyze trends and data utilizing social intelligence systems and technology (e.g., Digimind/Onclusive Insights, Brandwatch).

6. Ability to communicate effectively, both orally and in writing, with internal and external contacts (e.g., customers, businesses, contractors).

United States Postal Service

Latest Jobs

Social Intelligence Specialist