Customer Service Online Reputation

Job Description

Job Description

We are looking for a dynamic and meticulous Customer Service Online Reputation Specialist to join our team on a contract basis in Austin, Texas. In this role, you will play a key part in managing the company's online presence by addressing customer reviews, enhancing customer satisfaction, and maintaining our brand reputation across various platforms. This position requires excellent communication skills and the ability to collaborate effectively to resolve customer concerns promptly.

Responsibilities :

• Monitor and respond to customer reviews and inquiries across multiple online platforms to ensure a positive customer experience.
• Proactively engage with customers through various channels to address their concerns and provide timely resolutions.
• Manage and track Net Promoter Score surveys to gauge customer satisfaction and identify areas for improvement.
• Collaborate with senior management to address and resolve complaints submitted through the Better Business Bureau, maintaining high accreditation standards.
• Coordinate with internal teams to ensure customer issues are resolved quickly and effectively.
• Analyze customer sentiment and provide recommendations to enhance overall satisfaction and improve company ratings.
• Participate in training sessions and development opportunities to stay current with best practices in online reputation management.
• Maintain the company’s online reputation ratings to meet or exceed established standards.
• Perform additional tasks as needed to support the goals of the customer service department.
• Minimum of 1-2 years of experience in customer support or online reputation management.
• Strong communication and interpersonal skills, with the ability to present ideas effectively.
• Proven ability to remain solution-oriented and composed under pressure.
• Excellent organizational and time management skills, capable of multitasking in a fast-paced environment.
• Creative thinking and problem-solving skills to suggest and implement improvements.
• Familiarity with online reputation management tools and social media platforms.
• Proficiency in handling customer interactions via email and other digital platforms.
• Ability to type a minimum of 50 words per minute.