Digital Consumer Response Associate

Tidal Wave Auto Spa is one of the fastest growing car wash chains in the country and is a recognized leader in the industry with locations nationwide. Our wave of success began in 2004 in the small town of Thomaston, GA, which is where Tidal Wave Headquarters calls home. Tidal Wave Auto Spa is a national brand that is forecasted to grow at a rapid rate for years to come, so we are aggressively pursuing individuals with exceptional talent and leadership qualities. Our goal is to redefine the car wash industry with the latest technology, top-notch friendly service, and unwavering dedication to its employees

Salary: $40K

POSITION OVERVIEW

The Digital Consumer Response Associate is a key member of Tidal Wave's Digital Marketing Team, responsible for managing inbound customer communications across public review platforms and other digital channels. This full-time, salaried role plays a critical part in maintaining and enhancing Tidal Wave's brand reputation by ensuring every customer interaction reflects our commitment to exceptional service and professionalism.

You'll serve as a digital voice of the brand—responding to reviews, inquiries, and feedback with care and accuracy. In addition to day-to-day response management, this role provides reporting and insights that inform business decisions and helps strengthen the overall customer experience strategy. This is an in-office position Monday through Friday located in either Thomaston, GA or Birmingham, AL, with remote work required during evenings and weekends as part of a consistent weekly schedule.

KEY RESPONSIBILITIES

• Monitor and manage digital consumer engagement across platforms such as Google, Meta, and internal support systems

• Respond to reviews, messages, and customer inquiries with brand-aligned, timely, and professional messaging

• Evaluate public feedback and determine tone/response strategy

• Escalate high-priority concerns and collaborate with Operations and Customer Service teams to investigate and resolve customer issues

• Identify customer sentiment trends and recurring issues to support brand reputation strategy

• Pull, analyze, and report on review and response data, providing insights to internal stakeholders and leadership

• Generate targeted reports for key operational areas or locations as requested

• Assist with special projects and provide cross-functional support to the Digital Marketing Team

• Continuously refine internal processes, response templates, and tools to increase efficiency and brand consistency

• Requires independent judgment, discretion, and non-routine decision-making in the execution of tasks that directly support business operations.

DESIRED SKILLS & QUALIFICATIONS

• High School Diploma required; bachelor's degree in marketing, communications, business, or a related field is preferred

• Excellent written communication skills with strong attention to detail, tone, and clarity

• Proven ability to work independently and manage multiple tasks in a remote, fast-paced environment

• Experience in digital customer service, online community management, or online reputation management preferred

• Familiarity with review management or CRM tools is a plus

• Strong analytical and interpersonal skills

• Availability to work a consistent schedule that includes evenings and weekends

As a Tidal Wave Auto Spa Team Member, you will enjoy our Benefits Program to help secure your financial future and preserve your health and well-being, including:

• PTO is based on the company's PTO policy.
• Eligibility for health, dental, and vision coverage subject to 30 day waiting period.
• Eligibility for 401(K), subject to plan terms.
• Eligibility for benefits such as life insurance, short- and long-term disability, hospital indemnity, critical illness, and accidental, subject to 30 day waiting period.
• Company-paid holidays.

**Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of Tidal Wave Auto Spa provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. Tidal Wave Auto Spa hires and promotes individuals solely on the basis of their qualifications for the job to be filled.