• Online Community Coordinator

    Job Location US-AZ-Phoenix
    Department
    Store Support Staff (Corporate/Field Support)
    Position Type
    Full-Time
    Requisition ID
    46589
  • Overview

    Sprouts Farmers Market is looking for an online community coordinator with strong writing skills to join its growing corporate communications team. This individual will monitor and respond to online location reviews as well as traditional customer relations inquiries, complaints and compliments received through sprouts.com. They will create a positive experience for Sprouts’ guests through personalized responses using approved messaging as well as using their best judgement to respond to issues in real time when necessary using Sprouts’ online voice. Strong writing skills are essential. Topics will be related to Sprouts’ merchandise, team members, values, policies and store locations and other areas of the business. Sprouts’ online review channels include, but are not limited to, Google My Business, Yelp and Facebook. While monitoring these channels and feedback from sprouts.com, they will be required to escalate urgent and/or negative situations appropriately using established protocols. They will contribute to the team’s community management best practices and will provide reporting (qualitative and quantitative) on cases, reviews and other related events. This role is part of the Corporate Communications team within the Marketing/Communications department and reports to the online community specialist. This position works closely with the Customer Relations and Digital Marketing teams and is an excellent opportunity for someone who thrives in a fast-paced environment and is interested in growing a career in digital or corporate communications.

    Essential Functions

    • Proactively monitors and responds to customer inquiries and complaints across numerous online channels, including feedback submitted to Sprouts.com, in a prompt, professional, and friendly manner
    • Strong writing skills are essential; verbiage and tone must align with Sprouts’ brand voice and discretion must be used based on topic and platform
    • Identifies and escalates priority issues following the company’s best practices
    • Utilizes various software platforms including Yext, Social Studio and ServiceNow to monitor and respond to social activity
    • Reports on customer feedback across social media channels through coordination with the Customer Relations and Public Relations teams
    • Supports company crisis plan when applicable
    • Researches required information using accessible resources, helps develop new messages for customers
    • Communicates and effectively partners with internal departments and senior leaders, and represents the team in a helpful and professional manner
    • Proactively monitors industry trends and best practices and ensures Sprouts adheres to accepted industry standards
    • Obtains and evaluates all relevant data to handle complaints and inquiries, must take in data from various sources at times and make quick judgement calls

     

    Knowledge, Skills, Abilities and Physical Requirements

    • Minimum one year of experience in content creation, social media, digital marketing, customer relations, public relations or related field
    • Previous online community experience highly preferred
    • Night and weekend engagement/response required – office hours to be determined
    • Experience with Yext, Social Studio and ServiceNow a plus
    • Bachelor Degree or Associate Degree in a relevant field required
    • Requires high energy, resilience, excellent time management skills, and the ability to prioritize and multitask
    • Must enjoy helping people, have a patient, tactful manner and a good memory that allows for recalling priority protocols and product details, policies and procedures
    • Strong written communication skills mandatory, including the ability to effectively respond to customer inquiries
    • Strong and quick decision-making and analytical abilities
    • Must be available to work after hours and on weekends
    • Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
    • Ability to quickly understand customers’ needs and develop an appropriate response strategy
    • Strong work ethic and team player mentality
    • Strong understanding of major social media channels, including Facebook, Twitter, Instagram, Yelp, etc.
    • Proficiency in Microsoft Office, including Word, Excel, PPT and Outlook

    Benefits

    In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

    • Competitive pay
    • Opportunities for career growth
    • 15% discount for you and one other family member in your household on all purchases made at Sprouts
    • Flexible schedules
    • Employee Assistance Program (EAP)
    • Eligibility requirements may apply for the following benefits:
    • 401(K) Retirement savings plan with a generous company match
    • Affordable benefit coverage, including medical, dental vision
    • Pre-tax Flexible Spending Accounts for healthcare and dependent care
    • Company paid life insurance and short-term disability coverage

    Why Sprouts

    Grow with us!

    If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

     

     

    The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

     

    SM123

     

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