Online Reputation Manager

Online Reputation Manager American Van Lines - 3.1 Pompano Beach, FL Job Details Full-time $19 - $22 an hour 23 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Referral program Qualifications Objection handling (sales technique) Written communication Reputation management Conflict de-escalation Problem-solving Customer relationship management CRM system proficiency Empathy Associate's degree Escalation handling Concessions negotiation Full Job Description Position Overview We are seeking a proactive and customer-focused Online Reputation Manager to oversee and improve our online presence across review platforms. This role is responsible for responding to customer complaints, resolving concerns professionally, and working closely with internal teams to encourage positive customer feedback. The ideal candidate is an excellent communicator, highly organized, and comfortable handling sensitive customer situations with empathy and professionalism. This individual must be comfortable working cross-functionally with multiple departments and collaborating with various levels of management to ensure timely and effective resolution of customer concerns. Key Responsibilities Monitor and manage online reviews and customer complaints across platforms such as Google, BBB, Yelp, Trustpilot, and social media Respond promptly and professionally to customer complaints, addressing concerns and working toward resolution Communicate directly with customers to de-escalate issues and ensure a positive outcome whenever possible Collaborate with Account Coordinators and internal teams to identify satisfied customers and encourage them to leave positive online reviews Work cross-functionally with departments such as operations, sales, and customer service to resolve customer issues Track trends in customer feedback and report recurring issues to management Maintain accurate records of complaints, resolutions, and follow-ups Ensure all public responses align with company brand standards and customer service policies Qualifications 2+ years of experience in online reputation management, customer service, client relations, or a related field (preferred) Strong written and verbal communication skills with a professional, empathetic, and confident tone Proven ability to handle escalated customer issues and resolve complaints effectively Comfortable working cross-functionally with multiple departments Ability to collaborate and communicate effectively with various levels of management Highly organized with strong follow-up, documentation, and time-management skills Experience responding to online reviews on platforms such as Google, BBB, Yelp, Trustpilot, or similar Ability to analyze feedback trends and escalate recurring issues appropriately Familiarity with CRM systems, ticketing tools, or reputation management software is a plus Join us as an Online Reputation Manager to shape the narrative around our brand! Bring your passion and strategic mindset, and your expertise in communication to help us build a resilient and positive online presence. This is your chance to make a meaningful impact while working in a vibrant environment that values proactive engagement.

Pay:

$19.00 - $22.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance

Education:

Associate (Preferred) Ability to

Commute:

Pompano Beach, FL 33069 (Preferred)

Work Location:

In person