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Online Reputation Specialist in Memphis, TN at ARS

Date Posted: 4/12/2019

Job Snapshot

Job Description

Company: ARS/Rescue Rooter

POSITION SUMMARY:

The Online Reputation Specialist will develop proactive strategies that strengthen the organization’s multi-brand reputation. The incumbent will be responsible for nurturing, protecting, and measuring the emotional connection the public has through online channels. The Specialist will build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory and review sites, and search engine business sites.

This position will report to and function as a member of Customer Relations team and work closely with the Marketing team. The incumbent should be comfortable working in a collaborative environment, working with a call center team, and using review data to help improve operational processes. We are focused on providing a positive customer experience, and the Online Reputation Specialist will be the catalyst in achieving this goal.

KEY FUNCTIONS:

  • Assist field personnel in customer resolutions.
  • Respond to customer on online review sites.
  • Collect, analyze and report on monthly trends.
  • Collaborate with Customer Service, Legal, and Marketing to enhance and effectively manage brand reputation.
  • Facilitate and monitor online company reviews.
  • Manage program for curation of positive reviews.
  • Keep abreast of emerging trends, technologies and influencers.
  • Collect customer feedback and accurately identify areas of focus to improve customer satisfaction and customer retention.
  • Mitigate and resolve customer concerns while providing superior customer service.
  • Analyze and provide key metrics to executive team.

 

Job Requirements

QUALIFICATIONS:

  • 3+ years of related experience in Marketing, Customer Service or a related field.
  • Experience managing online review sites like Google, Yelp, Facebook and BBB.
  • Proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
  • Superior written and verbal communication skills with the ability to receive and assimilate critical feedback.
  • Excellent interpersonal and communication skills.
  • Self-motivated and organized.
  • Bachelors or Associates degree preferred.

You will be asked to provide specific samples of past Social Media Reputation experience/efforts for current/previous company.

ARS is an Equal Opportunity Employer.  In compliance with the Americans with Disabilities Act, ARS may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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