Reputation Specialist
ALDESA a strategic partner and sole source provider to one of the fastest growing commercial and residential security and home automation companies in the United states, Alder (Alder.com). Alder has been in business for 10 years and is one of the largest privately held, residential security companies in the United States, bringing solutions and enhancing customer experience during each interaction.
We are a specialized expert team in the home and commercial security market: with proven customer relations management, technical support and sales we provide a range of integrated omnichannel solutions, technology, and process excellence.
About the Role:
The Reputation Specialist is responsible for developing, implementing, and monitoring strategies to protect and enhance the organization's public image and online reputation. This role involves proactively identifying potential risks, responding to negative feedback, managing online presence, and building positive relationships with stakeholders.The ideal candidate is a skilled communicator, problem-solver, and strategic thinker with a strong understanding of digital media and public relations.
Key Responsibilities Include:
- Case Management: Maintaining a case management tracker, engaging with customers to provide final resolutions, resolving escalations, and collaborating with various departments for timely solutions.
- Reporting & Analysis: Identifying review trends, documenting and categorizing reviews, creating comprehensive reports (e.g., Weekly Review Incentive Reports, Monthly Business Review), and presenting actionable insights to leadership.
- Department Development: Developing and implementing reputation management strategies, collaborating with internal teams to address root cause issues, and participating in cross-departmental meetings.
We are looking for someone with:
- 2+ years of experience in a BPO environment, with at least 1 year in a supervisory or team lead role.
- Ability to quickly grasp new information and apply company-specific guidelines and best practices.
- A Bachelor's degree in Public Relations, Communications, Marketing, Journalism, or a related field (High school diploma or equivalent is required for entry-level, but college-level or graduate is preferred but not required).
- Proven experience in managing and leading a team, with a focus on performance management and customer service.
- Strong understanding of BPO operations, SLAs, and client expectations.
- Expertise in strategic thinking, crisis communication, online reputation management, social media management, and content creation.
- Excellent written and verbal communication, interpersonal, problem-solving, analytical, and project management skills.
- Strong organizational skills, empathy, adaptability, and a customer-focused approach.
If you are a skilled communicator, problem-solver, and strategic thinker with a strong understanding of digital media and public relations, we encourage you to apply!
For a detailed overview of the role's responsibilities and qualifications, please find the full Job Description attached to this email.
We look forward to hearing from you.