Introduction
The reputation management specialist plays a crucial role within the organization, overseeing and enhancing the agency’s and its clients’ online reputation. This role focuses on implementing automated processes, monitoring reviews, and training clients on garnering more positive reviews. Reporting to the Automation Specialist, the Reputation Management Specialist is at the intersection of customer service, marketing, and technology.
Job Function
The primary function of the Reputation Management Specialist is to manage and improve the agency and its clients’ online reputations. This involves setting up and training clients on review generation processes, monitoring and responding to reviews, and collaborating with the Automation Specialist to implement automated review request systems.
Roles & Responsibilities
- Client Training & Process Implementation: Educate clients on the importance of online reviews and train them on how to request and manage reviews effectively.
- Review Monitoring & Response: Monitor various online platforms to track reviews about the agency and its clients, and respond appropriately to positive and negative reviews.
- Review Automation: Work closely with the Automation Specialist to set up automated systems for generating reviews through SMS, email, and CRM integrations.
- Review Request Management: Manage the process of sending out review requests to customers at optimal times, such as after an invoice is sent.
- Collaboration with Automation for Review Generation: Collaborate with the Automation Specialist to integrate review generation into broader automated marketing campaigns.
Qualifications
- Education: Bachelor’s degree in Marketing, Communications, or a related field (or equivalent work experience).
- Experience: At least 2 years of experience in reputation management or a similar role.
- Technical Skills: Proficiency in review management software and automation platforms like HighLevel is a plus. Familiarity with CRM systems and a basic understanding of SEO are also pluses.
Personality Profile
- DISC: Low Dominance, High Influence, Moderate Steadiness, High Compliance
- Kolbe A Index: Fact Finder 7, Follow Thru 6, Quick Start 4, Implementor 3
