Social Media Resolution Specialist (Hybrid)

Summary

We are seeking a proactive Social Media Resolution to monitor our online presence (social media, Google Reviews, etc.), identify trends, and facilitate the resolution of customer issues. This role involves reporting, providing dashboard assistance, and independently tracking online conversations to enhance our online reputation.

Essential Job Functions

• Monitor all social media channels (e.g., Facebook, Twitter, Instagram, LinkedIn) for mentions of our company, products, services, and brand.
• Monitor and track Google Reviews, identifying trends and escalating issues as needed.
• Actively listen to and engage in relevant online conversations to identify opportunities for positive engagement and address potential concerns.
• Analyze online sentiment and identify emerging trends or issues that may impact our company's reputation.
• Generate regular reports on online activity, including social media mentions, review trends, and sentiment analysis.
• Assist in the development and maintenance of dashboards to provide real-time visibility into our online reputation.
• Identify and escalate critical issues or negative feedback to the appropriate departments for resolution.
• Proactively identify opportunities to engage with customers and enhance our online reputation.
• Work independently to monitor online channels, gather data, and generate reports.
• Facilitate the resolution of customer issues and concerns identified through online monitoring.
• Other duties may be assigned by leadership.

Qualifications & Requirements

• High school diploma or equivalent required.
• Some college coursework in marketing, communications, public relations, social media platforms, or a related field preferred.
• 1–2 years in social media monitoring, online reputation management, or a related field preferred.
• Experience managing and monitoring online review platforms (e.g., ReviewInc).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong proficiency in Google Sheets for data entry, analysis, and reporting (including formulas, sorting, and filtering).
• Ability to create and present reports using Google Docs and Google Slides.
• Familiarity with Google Forms for data collection is a plus.
• Experience with social media monitoring tools and analytics platforms is a plus.
• Strong attention to detail and excellent organizational skills.
• Exceptional written and verbal communication skills.
• Ability to work independently, manage time effectively, and stay proactive.
• Self-motivated with a strong work ethic.
• Solar industry experience is a plus.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement