Social Media Care Specialist (Miami)

Marriott • Miami, FL • 7h ago

Additional Information Must live within 50 miles of this location.

Job Number 26141558

Job Category Reservations

Location 8400 NW 36 Street Suite 150, MIAMI FL 33166, United States VIEW ON MAP (https://www.google.com/maps?q=8400%20NW%2036%20Street%20Suite%20150%2C%20MIAMI%20FL%2033166%2C%20United%20States)

Schedule Full Time

Located Remotely? Y

Position Type Non-Management

Expiration Date: 11/05/2026

JOB SUMMARY

The Social Media Care Specialist is responsible for reactive and proactive customer care by resolving questions or inquiries that come through Marriott's social channels.

The Social Media Care Specialist is savvy in the latest social media engagement trends and takes a proactive approach to build trust, loyalty, and advocacy by engaging guests where they are, shaping meaningful conversations, and protecting Marriott's reputation in real time. They will positively represent Marriott online - while partnering closely with the relevant Customer Engagement Centers (CECs) and Corporate stakeholders, to strengthen social media presence.

CANDIDATE PROFILE

Education and Experience **

** Required

High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.

At least one-year of related work experience, preferably in a customer service or service recovery environment. No supervisory experience is required

Preferred

Customer Service Experience

Familiarity with social media platforms and community management tools

Experience with social listening or sentiment analysis

CORE WORK ACTIVITIES

Review, research, and respond to customer inquiries, concerns, and feedback through approved social media channels.

Manage and document customer cases from initial social media contact through resolution. This may require utilizing a variety of communication channels, including but not limited to: social media, email, telephone, etc.

Create and publish approved engagement content and participate in online conversations to support brand community initiatives.

Participate in social listening, customer feedback reviews, and process improvement activities.

Analyze customer feedback and communicate recurring issues, trends, and observations to leadership.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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