Community Engagement Specialist I

Location: Bethesda, MD or New York City, NY 

Reports To: Community Engagement Marketing Lead 

Schedule: Hybrid three days a week in Office

About the Role 

As GEICO Marketing continues to evolve, the community team is the first voice people hear back from GEICO on social, and often the first sign of whether something's really resonating or if something’s about to become a real problem.  

You'll run the day-to-day of GEICO's owned social channels: publishing comments, keeping the editorial calendar accurate, and serving as the first line of review on every comment, mention, and DM that comes in. When something's just a fun exchange, you'll handle it in GEICO's voice. When something's a customer service issue or a reputational risk, you'll know it immediately and get it to the right people fast. You'll also help keep an eye on the broader conversation, including trends, listening dashboards, and the ad hoc "what are people saying about us" requests that help us understand our place in the social landscape. 

This role is built for someone who's detail-oriented enough to keep a calendar and a queue perfectly accurate, and plugged-in enough to know when a reply should get a laugh instead of a canned response. GEICO's brand runs on humor, and you'll be one of the people actually delivering it in real time while knowing exactly when to dial it back.  

Key Responsibilities 

• Support day-to-day publishing of organic social content across owned channels using Sprinklr and other platform-native tools. 

• Support and update the social editorial calendar, making sure content publishes accurately and on schedule. 

• Monitor social channels and respond to community engagement opportunities in line with brand guidelines and approved response frameworks. 

• Serve as the first line of review for incoming comments, mentions, and direct messages, escalating customer service concerns, reputational risks, and sensitive issues as needed. 

• Partner with Customer Service, Communications, and other internal stakeholders to route and resolve customer inquiries quickly. 

• Support social listening efforts by maintaining dashboards, tracking trends, and running ad hoc listening requests. 

• Assist with recurring performance reporting by pulling channel metrics, engagement insights, and community health indicators. 

• Upload, organize, and optimize content across social platforms, including YouTube and emerging channels, with proper metadata, tagging, and formatting. 

• Spot timely engagement opportunities, trending conversations, and user-generated content that fit GEICO's brand voice and business goals. 

• Support campaign launches by making sure community management considerations, response plans, and listening coverage are in place. 

• Maintain adherence to community management standards, escalation procedures, and brand safety guidelines. 

• Collaborate with the Senior Community Manager, Social Intelligence Manager, and broader Social team to bring customer and community insights into content planning and creative development. 

You May Be a Good Fit If You 

• You can switch GEICO's brand voice on for a funny reply and off for an escalation, sometimes within the same few seconds. 

• You know the difference between a joke that lands and a joke that becomes a headline. 

• You've managed a fast-moving queue of comments, DMs, or mentions without letting things slip through the cracks. 

• You notice patterns in what people are saying online before anyone has to ask you to look. 

• You're genuinely good at the unglamorous-but-critical stuff — calendars, tagging, reporting, staying accurate under a deadline. 

• You know when something needs to be escalated right away, and you don't sit on it hoping it resolves itself. 

• You want to be part of a brand that's actually funny online, and you understand why that's harder than it looks. 

• You're comfortable with Sprinklr and open to using AI-assisted tools to draft faster and route responses sooner. 

Ideal Experience 

• Experience: 2+ years of experience in social media, community management, or a customer-facing communications role at a large organization. 

• Tools: Experience using Sprinklr or similar social media management/listening tools preferred. Experience in platforms including TikTok, Instagram, Facebook, Pinterest, Reddit, and YouTube. 

• Communication: Strong written communication skills, with the ability to adapt to GEICO's brand voice across platforms. 

• Education: Bachelor's degree or equivalent practical experience 

• Judgment: Demonstrated sound judgment engaging with online communities and knowing when to escalate sensitive issues. 

• Organization: Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment, with accuracy across publishing, reporting, and moderation workflows. 

Strong Candidates May Also Have 

• A genuine passion for social media, internet culture, and spotting emerging trends and consumer conversations. 

• Exposure to content management on standard other emerging platforms. 

• Some familiarity with social listening or reporting dashboards. 

• Interest in customer service or communications work in addition to social media.