Brand Reputation Specialist

The Brand Reputation Specialist monitors numerous social media platforms, reputation software, and review sites for customer reviews, messages and comments. They are attentive to online "buzz" surrounding various business partners. This role can include duties ranging from fielding customer phone calls to monitoring business listings (sales, service, parts) for accuracy of information and making necessary updates to pertinent information.

Duties/Responsibilities

Develops and demonstrates subject matter knowledge:

• Demonstrates knowledge of current trends, technology and best practices in how customers and prospects express their opinions about our business partners and brands.
• Keeps current on store’s hours of operation, location, key contacts and makes updates to sites such as Google business accounts.
• Demonstrates a deep knowledge of core agency service offerings/capabilities.
• Possesses working knowledge of Google Business Profiles, 3rd party automotive listing sites, Facebook, Twitter, YouTube, Google, Yelp, etc.
• Has a working knowledge of social media copywriting techniques and best practices.
• Performs quality work in support of the organizational North Star: "to be the most guest-centric automotive retailer:
• Crafts review responses for both positive and negative reviews.
• Ability to differentiate between negative business feedback vs. potential public relations issue and the ability to escalate accordingly.
• Collaborates with team members and clients to assist in quick and efficient customer service that matches and reinforces client goals.
• Measures and reports changes in ratings and identify trends and pain points.
• Works with third-party reputation management partner to generate performance reports.

Executes responsibilities proactively with professionalism and accountability:

• Demonstrates ability to handle concurrent tasks/projects.
• Works within a fast-paced corporate retail environment.
• Shows the ability to stay calm in all types of situations.
• Works within structured timelines to meet deadlines.
• Shows consistent attention to detail and accuracy.
• Presents him/herself professionally in appearance and demeanor.

Shares information, requests, and acknowledgements professionally and clearly:

• Coordinates clearly and consistently with other team members involved in marketing projects.
• Maintains client relationships along with vendor and interdepartmental relationships.
• Demonstrates excellent communication skills.

Education, Experience and Ability

• Bachelor’s degree
• In office expectation with ability to WFH one day out of five pending approval
• Maintain valid driver’s license and MVR within company policy requirements
• Must be able to pass pre-employment screens (background & drug test)

Pay and Recognition: 

• Weekly pay
• Paid holidays & paid time off 
• Paid training 
• Stock Awards (select management and front-line team member’s eligible)

Insurance / Retirement: 

• Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans 
• Up to 12 weeks paid pregnancy leave (disability leave) 
• Paid Parental Leave 
• Health savings 
• Flex spending accounts (tax free) 
• Short-term and Long-term disability plans 
• Life Insurance (Whole Life and Term) 
• 401k with company match

Learning, Tuition Assistance and Career Development: 

• Digital career path tool to assist with career development 
• Continuous training through Asbury's Internal Learning Management System 

Professional growth and development opportunities Additional advantages: 

• Student loan relief resources 
• Employee assistance program 
• Employee discounts on parts and service repairs 
• Scholarship awards 
• Opportunities to join our community service initiatives, which includes paid volunteer hours 
• Aggressive Employee referral program with bonus opportunities

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