Responsibilities

• Develop, write, edit and publish social media content, including text, images and short videos, for Charlotte Water’s platforms.
• Plan and maintain a content calendar. Schedule posts using Sprout Social or other approved tools.
• Ensure content is accurate, accessible and consistent with Charlotte Water’s brand voice, style and messaging.
• Monitor comments, direct messages and other interactions. Respond within established guidelines and promptly route account or service questions to Customer Service and sensitive or emerging issues to the Communications Team.
• Work with subject matter experts and Communications Team members to turn technical information into useful, easy-to-understand content.
• Support social media communications about customer programs, service changes, conservation, construction and other utility topics.
• Track engagement, click-through rates, audience growth and other relevant measures. Prepare regular reports with findings and recommendations for improvement.
• Maintain organized records of content, approvals and performance reports in accordance with City procedures.
• Perform other related duties as assigned.

Requirements

• Strong writing, editing and proofreading skills, including the ability to explain technical topics in plain language.
• Experience creating content for multiple social media platforms, including graphics and short videos.
• Ability to use social media scheduling, monitoring and analytics tools; experience with Sprout Social is preferred.
• Sound judgment when engaging with the public and identifying inquiries or issues that need prompt attention.
• Ability to interpret performance data and use it to improve content.
• Knowledge of accessible digital content practices.
• Strong organization skills and the ability to manage a publishing schedule while responding to timely requests.
• Ability to collaborate with colleagues and maintain a consistent voice across communications.
• High school diploma or equivalent.
• Five (5) years of direct work experience

Preferred

• Associate or bachelor’s degree in communications, public relations, journalism, marketing or a related field.
• Experience creating social media posts, graphics or short videos through coursework, internships, volunteer work or employment.
• Familiarity with social media scheduling and analytics tools, including Sprout Social.
• Interest in public service and communicating water and wastewater information to customers.

Benefits

• The City of Charlotte provides a comprehensive benefits package to eligible employees.