Job description
Our Reputation Management Specialist must respond thoughtfully and articulately to customer reviews on behalf of our clients. There will be guidelines for certain situations, but in general, the Reputation Management Specialist I must craft a professional, calm and helpful response that follows SOCi best practices. The right candidate will have a way with words and with people, so that their responses will make the reviewer feel valued and will redirect them back to the client to have their issue addressed. The working hours for this role are Monday-Thursday 8:30am-5pm and Friday 8:30am to 12pm. Some weekend work will be required.
Responsibilities:
- Conduct research, document findings and draft thoughtful and articulate responses to customer reviews
- Facilitate, monitor and strategically respond to online reviews across various platforms (Yelp, Google My Business, Facebook, Apartment Ratings, etc.) using our proprietary platform
- Collaborate with clients about Reputation Management questions and concerns
- Work with Professional Services Manager to analyze, streamline and improve processes
- Work with Professional Services Manager educational materials for clients about Reputation Management
- Perform special projects upon request
- May be required to monitor reviews (via email notifications) on weekends, but will not be required to respond until the next business day
Requirements:
- Strong spelling, grammar, formatting and writing skills
- Fastidious attention to detail
- Bachelor's degree in communications, public relations, journalism, English, marketing, business or related field preferred
- Strong customer service background; two or more years of customer-facing experience preferred
- Ability to work in a fast-paced environment
- Ability to be productive in a consistent manner
- Innovative and forward-thinking mindset; always analyzing systems and processes that can be improved
About Us:
SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000's Fastest Growing Companies in America list for the last 4 years in a row. The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes' Best Startup Employers, SOCi boasts hundreds of the world's largest brands as its customers. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence across search, social, reviews, listening, ads, bots, and more. As the largest localized marketing platform in the world, SOCi makes the impossible possible by enabling top brands and their locations to strengthen and scale their digital presence across limitless locations.
Our accolades include:
- Recently closed a Series D investment round of $80 million, led by JMI Equity
- 4x honoree on Inc. 5000 Fastest Growing Companies in America
- 2x honoree on Financial Times' Fastest Growing Companies
- 3x CEO Finalist for Ernst & Young's Entrepreneur of the Year award
- Winner of the MarTech Breakthrough Award for Best Overall Social Media Management Platform
- #1 Rank by Entrepreneur magazine's Top Marketing Providers for Franchises, three years in a row
- Front Runner for Gartner award in Reputation Management & Brand Management
- 2021 Honoree on Forbes America's Best Startup Employers
What's SOCi's culture like?
Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe! This position is remote and thereby needing stable internet connection to be successful in this role. We offer flexible PTO, comprehensive health & benefits packages, 401k and matching (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.
SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
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