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Reputation Manager

Company: US Auto Trust - Corporate
Location: Pasadena
Posted on: November 26, 2022

Job Description:

US Auto Trust is Southern California's Fastest Growing Automotive Group. We are looking for an experienced Reputation Manager to manage our review sights across all Dealership locations.The Reputation Manager will be responsible for overseeing 8 Dealerships and 10 Brands. As the Reputation Manager, you will report directly to the Vice President of US Auto Trust. This is a full time, On-Sight employee Position.The Reputation Manager will be responsible for managing the Reputation.com dashboard as well as various customer surveys sites such as; Medallia dashboard, Survey Monkey dashboard and other manufacturer related dashboards. These customer feedback dashboards may change over time. The Reputation Manager is expected to manage these dashboards through both the traditional desktop versions as well as the mobile app versions. Managing these dashboards will consist of analyzing customer feedback in real time and responding promptly to customer feedback via email, telephone and/or text, when relevant. Engage with department managers in order to assess customer feedback and determine potential resolutions of negative customer feedback. There may be occasional travel as it relates to meeting at either the dealership location and/or corporate headquarters. There may also be occasional videoconferences that the Reputation Manager will be expected to participate in. Responsibilities:

  • Using our dedicated reputation management database to manage our large review profile (Yelp, Google Reviews, Dealerrater, Cars.com, Autotrader, Cargurus, etc.)
  • Increase the total number of positive reviews across all of our platforms
  • Respond to customer reviews and direct customer issues through our multiple accounts
  • Answer and respond to customer communications
  • Work with management to determine appropriate resolutions and feedback
  • Ensure customer receives timely responses and updates to their issues
  • Follow up with management and customer to ensure resolution is progressing
  • Monitor online reputation
  • Monitor online review sites for customer feedback.
  • Forward all reviews to appropriate management team for their consideration
  • Manage "Review Us" program by tracking reviews, encouraging stores to seek reviews and coordinating achievement rewards
  • Corporate ordering/ Marketing assistance
  • Assist Marketing Team in various projects
  • Prepare daily, weekly, and monthly summary reports of issues and resolutionsCompensation:
    • $25.00 per hour + Monthly Bonus's.Monthly Bonus Incentives:
      • Based on improving current customer satisfaction scores vs. national averages and gold standard score levels.

Keywords: US Auto Trust - Corporate, Pasadena , Reputation Manager, Executive , Pasadena, California

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