Reputation Management Specialist

Schedule:

Full time

Shift:

Day (United States of America)

Address:

2201 S CLEAR CREEK RD

City:

KILLEEN

State:

Texas

Postal Code:

76549

Job Description:

Contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties. Participates in regular evening, weekend, and holiday on-call rotation to ensure continuity of support for high-risk issues and monitoring of digital and social media assets. Other duties as assigned. Provides ad hoc issues management support as needed. Manages and adheres to digital content governance models. Monitors and responds to consumer touchpoints on digital, social media, and third-party platforms daily. Collaborates with partner departments to escalate inquiries and complaints for successful service recovery and follow-up. Deploys process workflows and tactics to meet or exceed program goals set by department leadership. Supports internal, cross-functional teams via digital research, intelligence gathering, and consumer engagement for high-priority projects and events. Coordinates efforts to address and resolve consumer issues effectively. Supports the strategic vision of department senior leadership. Protects the brand and team members online by ensuring personalized digital interactions.

Job Description Summary:

Responsible for supporting the strategic direction of the reputation program with a focus on digital consumer engagement and service recovery. This position works alongside social media, content strategy and web teams to provide a holistic digital experience for consumers. Additionally, this role protects the brand and team members online, ensuring personalized digital interactions with those who engage with the brand. This position coordinates efforts to address and resolve consumer issues effectively, and contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties.

Knowledge, Skills, and Abilities:

• Social media service recovery and reputation management experience. [Required]
• Comfortable operating in a fast-paced and complex environment with multiple and competing priorities. [Required]
• Enjoys working in a close-knit, collaborative team environment. [Required]
• Empathy and compassion to strategically respond to sensitive consumer needs. [Required]
• Excellent customer service skills, and the ability to build interdepartmental rapport and relationships. [Required]
• Common reputation management systems and best practices [Preferred]
• Basic emergency communications and management protocol [Preferred]
• Clinical, experience, and/or regulatory aspects of healthcare [Preferred]
• General understanding of social media strategy and content development [Preferred]
• Skilled in or with: [Preferred]
• Common third-party review sites [Preferred]
• Reputation management & social media listening tools [Preferred]
• Windows Applications: Microsoft Outlook, Word, Excel, PowerPoint, Teams, etc. [Preferred]
• Social Media: Facebook, Twitter, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging platforms [Preferred]

Education:

• Associate's [Required]

Field of Study:

• in marketing, Business, Communications, Law Enforcement, Legal Studies, or related field

Work Experience:

• 1+ years in the follwing fields; additional experience may be commensurate to degree requirements as approved by department leadership. [Required]
• Specialized certifications or experience working in crisis environments a plus. [Preferred]

Physical Requirements: (Please click the link below to view work requirements)

• Physical Requirements - https://tinyurl.com/mte9kpcf

Pay Range:

$56,992.00 - $106,017.60