Review Coordinator

We are looking for a specialist in review management to join our team. This is a position that will require constant supervision of reviews for more than 50 Google pages and TripAdvisor listings. Having excellent spoken and written English is a necessity as you must connect with customers daily online and over the phone. The ideal candidate for the position will be proactive, adaptive, problem-solving, and must be able to communicate effectively with the marketing team, their co-workers, and most importantly--our current and future customers.

Job Requirements:

-Check reviews for each business account daily
-Respond to positive reviews consistently and in a timely manner
-Respond to negative reviews immediately
-Look up customer information for negative reviews and document
-Reach out to dissatisfied customer via text and phone call and get feedback as soon as possible
-Assist with recovering dissatisfied customers by offering relevant credits or refunds per company policies
-Find ways to turn a negative transaction into a positive interaction
-Track negative reviews for review removal process and do whatever possible to get negative reviews removed
-Track customer dissatifcation responses and escalate to the appropriate department
-Track overall reviews for different accounts and send reports weekly to the marketing team
-Communicate with marketing and operations teams about any positive or negative trends in feedback for business accounts
-Provide feedback on ways to avoid negative reviews and gain positive reviews for specific business accounts
-Reach out to new customers in new business account to ask for feedback positive or negative
-Reach out to satisfied customers and communicate with them to garner positive reviews for business accounts
-Track competitor accounts and review standings for other businesses related to or in the same region as business accounts

Core Qualifications:
-Excellent command of written, reading, and spoken English
-Excellent time management and organizational skills
-Ability to complete multiple tasks with competing deadlines and priorities
-Ability to analyze tasks and projects in order to assess priority and distinguish urgent versus important
-Ability to complete tasks in a timely manner and meet deadlines given by supervisors
-Ability to work in a team environment as part of a group to achieve company goals
-Excellent communication with co-workers and teams in departments where projects overlap
-Ability to track, document, organize, and summarize data on multiple review platforms
-Excellent interpersonal communication skills relating to customer service and customer retention management
-Ability to listen, adapt, and recognize needs of customers while also adhering to company policies and needs of the company
-Ability to recover disgruntled and dissatisfied customers to improve situation and their view of the company and brand
-Ability to connect with satisfied customers in order to garner reviews and potentially upsell additional products