Reputation Analyst
Reputation Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Description
We have an opportunity for a highly motivated professional Reputation Analyst in our office in Maitland FL. This position is for a hybrid schedule where the employee will work remotely Saturday and Sunday and inoffice MondayWednesday having Thursdays and Fridays off.
Position Summary:
The primary responsibility of the Reputation Analyst is to develop and maintain client accounts by creating timely personalized responses to online reviews in order to acknowledge and address guests concerns while also providing insight and analysis for our large portfolio of hotel properties. The successful candidate will have a strong writing and grammar background coupled with experience in guest relations and/or customer service. The candidate will be responsible for reviewing and analyzing all clients online reviews through a proprietary software platform while creating unique responses to reviews and working to proof and audit responses submitted via our network of contract writers on a monthly basis. The Reputation Analyst will also be responsible for understanding current conditions and updating customer notes at each property so that this information can be accurately portrayed in the publicfacing review responses. Analysts will also identify and tag sentiment in up to 25 various elements in every guest review in order to provide reporting and analytics that will assist our clients in running their operations more successfully. In addition this position will initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. New review content comes in consistently throughout the day and our teams goal is to be able to respond tag submit for approval audit and resolve every hotel review within 3648 hours of publishing. We have a fun and active team and are looking for individuals who can help set and maintain the activity levels amongst the team on a daily basis.
The responsibilities of the Reputation Analyst include:
Engage in weekly and monthly team activities and meeting
Meet and exceed daily/weekly activity benchmarks to ensure that we exceed each clients specified SLAs (Service Level Agreement).
Problemsolve and troubleshoot to best resolve client issues and address needs
Provide timely and accurate analysis and reporting
Writing and posting response content on behalf of various brands while adhering to their brand standards and image
Build relationships with customers
Respond to feedback in a timely manner
Audit accounts and various admin tasks
Work seamlessly with other departments to better serve our clients and prospects
Maintain timely and accurate communication (both verbal and written) with clients in order to develop maintain and solidify relationships.
Develop a comprehensive understanding and knowledge of all Travel Media Group product offerings
Maintain accurate notes and client information in Salesforce
Assist in retention and collections as needed
Perform other administrative duties as assigned
1 2 years experience in client support and/or guest relations preferred
Strong background in copywriting and content creation
Passionate about working with clients and delivering on the promise of an excellent client experience.
Passionate about technology and social media
Bachelors degree preferred with English Journalism or Communications focus
Customer service and sales is strongly preferred
Experience in the hotel industry is a plus
Must be organized able to multitask demonstrate superior attention to detail and adhere to deadlines
Must be selfdirected selfmotivated and focused on meeting and exceeding results
Must be skilled in use of standard office communication technology (email voicemail Internet etc.
Must exhibit a positive cooperative and friendly attitude especially under pressure
Ability to communicate effectively (verbal and written)
Must have proven ability to communicate and interact effectively with internal and external customers
Benefits:
401K
Excellent medical and dental coverage
Competitive Vacation and Sick Leave
Eight paid holidays
About DE
Dominion Enterprises (DE) is a privately held data services and software services conglomerate offering client solutions through standalone businesses serving several verticals including automotive hospitality franchise real estate and powersports. Our customers rely on our B2B products and services through DataOne Software Dominion DMS Activator Dealer Solutions Dealer Specialties CrossSell Travel Media Group Franchise Ventures PrimeStreet and Recreational Dealer Solutions. DE is headquartered in Norfolk Virginia. We are proud of our collaborative innovative teamoriented work environments excellent career enrichment opportunities community service opportunities competitive earnings and comprehensive benefits package including a generous 401(k) plan. DE is an equal opportunity employer and supports a diverse workforce and is a drugtesting employer.
Required Experience:
IC
Employment Type
Full-Time
