Online Reputation Associate
We are looking for an Online Reputation Associate to work directly with the President of the Company, this role's mission is to identify online negative mentions of our company in order to understand the root causes and find a solution with the reviewers.
SHIFT DETAILS (IN ET):
- Flexible, with availability from 9:00 a.m. to 6:00 p.m. (US Eastern Time) for meetings with the local team.
What You'll Own:
- Monitor online reviews for negative mentions of the company and its products or services.
- Monitor online reviews and act to improve negative mentions of the company and its products.
- Contact customers who have left negative reviews on social media, Glassdoor, Google, Zillow, and other platforms to understand their concerns and resolve their issues.
- Work with internal teams to develop and implement strategies to improve the company's online reputation.
- Negotiate with customers to reach a mutually agreeable resolution and obtain their consent to remove the negative review.
- Negotiate with customers to understand the root cause of their negative reviews and reach an agreement to switch to a positive resolution.
- Document all customer interactions and resolutions.
- Track and report on key performance indicators, such as the number of negative reviews removed and the customer satisfaction rate.
Who You Are:
- You have the ability to work independently and as part of a team.
- Enjoy strong problem-solving and analytical skills.
- You are good at multitasking and working under pressure.
- Have experience and enjoy writing persuasive emails.
- Experience in handling difficult conversations.
- Strong understanding of the company's products or services, as well as its target audience.
What You'll Need:
- 2+ years of experience in online reputation management or a related field.
- Experience using social media, Glassdoor, Google, Zillow, and other platforms.
- Proficiency in Microsoft Office Suite.
- Neutral English accent.
- Willingness to learn: Willing and able to quickly learn the processes of Belong.
- Teamwork & Influence: Has superb communication, interpersonal, and organizational skills. Uses these to motivate each other, and different teams within Belong.
- This is mainly a commission-based role by the amount of solved reviews with a base salary of $300 USD.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.