ERMC

Responsibilities:

• Monitor, engage, and respond to customer service-related inquiries via Port Authority's EWR Airport social media platforms, including but not limited to: Twitter, Facebook and Instagram.
• Monitor all daily social media incidents and events providing updates and notifications to EWR Airport Operations Center (AOC) stakeholders as necessary.
• Serve as EWR's primary social media liaison during airport emergencies and weather related events, providing accurate, clear and concise communication to the airport community as well as the travelling public, via the airport's social media platform.
• At the direction of the AOC Manager or their designee, prepare and post critical airport alerts and advisories notifying the traveling public of any incident or event regarding service disruptions, closures, traffic conditions and any other operational changes that may affect travel to/from EWR Airport.
• Participate in required training necessary to familiarize Social Media Monitors with all aspects of airport operations, including but not limited to terminal operations, airline operations, Port Authority operations, traffic operations, aeronautical and landside operations and management, third party airport stakeholders, etc.
• Coordinate with Port Authority Media, when necessary, to craft and execute social media messaging to ensure alignment with Port Authority standards.
• Perform other necessary duties as directed by the AOC manager or their designee.

Job Requirements

* College degree in digital communications, marketing or related field.

* Prior knowledge/experience using any Social Media publishing tool.

* 3-5 years of customer service experience and engagement with customers on various social media platforms.

* Good judgment and proven success in addressing customer concerns with sensitivity and care.

* Flexibility and ability to work various shifts any day of the week, as needed.

* Must be able to work 7am – 3pm or 3pm – 11pm shift.

* Must be able to work a minimum of 3 days in total, including a weekend day.

* Must be fully vaccinated against Covid-19.