Managed Review Response Specialist

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

Manage reviews for a variety of enterprise-level businesses on public platforms including Google Facebook and Yelp. The ideal candidate will be responsible for writing responses to customer reviews ensuring that each response aligns with the clients brand voice and customer experience guidelines.

What Youll Do:

• Review Management:
• Monitor and manage customer reviews on public platforms such as Google Facebook and Yelp.
• Analyze and categorize reviews to understand customer sentiment and identify trends.
• Identify business-critical reviews and triage to key client contacts.
• Response Writing:
• Draft and post timely and appropriate responses to customer reviews.
• Ensure each response follows the clients brand voice and customer experience guidelines.
• Customize responses to address specific issues raised in reviews demonstrating empathy and professionalism.
• Client Coordination:
• Collaborate with clients to understand their brand voice customer experience guidelines and specific response requirements.
• Draft response templates and review management guidelines for clients as part of strategy development.
• Interface with clients via email regarding response follow-ups and updates to their review management guidelines.
• Continuously improve response templates and strategies based on client feedback and review trends.
• Process Management:
• Organize and update internal documentation adhering to strict organizational processes and standards.
• Use software tools to configure platform settings per client specifications log time tracking and manage client tickets.
• Routine audits of reviews and productivity.

What You Have:

• Education and Experience:.
• BA/BS degree or similar college level education
• Customer service communications marketing SaaS CX and/or creating writing experience preferred
• Communication Skills:
• Fluent in English.
• Exceptional writing skills with a keen eye for detail.
• Ability to adapt writing style to match different brand voices.
• Strong interpersonal skills for effective client communication and collaboration.
• Personal Attributes:
• Ability to efficiently interface with large volumes of customer comments across multiple industries and strategies while maintaining a high quality of work.
• Highly organized with strong time management skills.
• Ability to work independently and as part of a team.
• Proactive and self-motivated with a strong customer-focused mindset.

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Yext is an equal opportunity employer committed to building a results-driven engaging culture where every employee has the opportunity to contribute to the success of the Company perform at the highest possible level and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience Yext can remain at the forefront of innovation and better serve its customers.

It is Yexts policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please completethis form.

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