Online Reputation Specialist

2 weeks ago

Irvine, United States Taxrise Full time

**INTRO TO TAXRISE**:
At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that’s reshaping the future of tax resolution.

**ABOUT THE ROLE**:
As the Online Reputation Specialist, you will be responsible for managing and enhancing the online reputation of TaxRise. In addition to overseeing external reviews, this role will also involve conducting internal quality assurance processes, including ticketing, reviewing cases, and identifying any breakdowns in service delivery.

**WHAT YOU’LL DO**:

- Monitor online reviews of TaxRise across various platforms, including but not limited to Google, Better Business Bureau, Trustpilot, Yelp, and various review platforms.
- Respond promptly and professionally to client reviews and comments, addressing any concerns or issues raised.
- Develop and implement strategies to enhance the online reputation of TaxRise, including proactive reputation management tactics.
- Collaborate with marketing and communications teams to ensure consistent messaging and branding across all online channels.
- Stay up-to-date on the latest developments in online reputation management and digital marketing techniques.
- Act as a brand ambassador for TaxRise by fostering positive relationships with customers and stakeholders online.
- Partner with the respective department leaders to resolve customer complaints and prevent future incidents.
- Develop and maintain quality assurance processes to ensure consistency and excellence in service delivery.
- Review customer service interactions and case resolutions to ensure adherence to company standards and policies.
- Identify any recurring issues or breakdowns in service delivery and work with relevant teams to address them effectively.
- Identify trends and patterns in online feedback and make recommendations for improvements to products, services, or processes based on customer feedback.
- Track and report on key performance indicators related to online reputation, including sentiment analysis, review ratings, and brand visibility metrics.
- Analyze trends and patterns in customer feedback and online reviews to identify areas for improvement.
- Generate regular reports on key performance indicators related to online reputation and quality assurance metrics.
- Provide actionable insights to management based on data analysis to drive continuous improvement efforts.
- Collaborate closely with Client Care, Processing, Marketing, and Sales teams to ensure alignment in reputation management strategies and quality assurance initiatives.
- Act as a liaison between customer-facing teams and other departments to facilitate communication and problem-solving.

**WHAT YOU’LL NEED TO HAVE**:

- High school diploma or general education degree (GED); or two years related experience and/or equivalent combination of education and experience.
- Proven experience in online reputation management in a customer-centric industry.
- Excellent written and verbal communication skills, with the ability to craft professional and persuasive responses to customer reviews.
- Familiarity of review platforms and other online channels.
- Experience with QA ticketing systems and navigating various CRMs (Logics, Salesforce, etc.)
- Strong analytical skills, with the ability to interpret data and draw actionable insights from online metrics.

**WHAT WE OFFER**:

- Medical, Dental, and Vision Insurance after 60 days
- Paid Time Off (Vacation, Sick, Holidays)
- Wellness Days
- 401(k) retirement plan
- Professional Development Program
- Access to on-site gym and gaming lounge
- Quarterly company outings
- Catered meals every Friday

**PAY RANGE**:$23.00 - 25.00 per hour

The above-range represents TaxRise’s current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time.

At TaxRise, we’re proud to be an equal opportunity employer. We realize the key to creating a company with world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.

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