Brand Reputation Specialist

About the role

A full-time Brand Reputation Specialist is needed in Heredia, working Tuesday to Saturday (10:00 AM - 7:00 PM) with a hybrid arrangement, remote on Fridays and Saturdays. The role manages the company's online brand reputation across social media, review sites and customer communications, and handles customer escalations.

Key responsibilities

• Monitor and respond to customer reviews and feedback on Google, BBB, Sitejabber, Glassdoor and similar sites.
• Manage brand reputation inquiries and escalations through Salesforce queues, Outlook and other internal systems, taking them from identification through resolution.
• Engage current and prospective residents, coordinate with internal departments to investigate concerns and track case progress and timelines.
• Follow up after issues are resolved, request updated reviews when appropriate, and gather customer insights to share with business units.
• Identify reputational risks and opportunities, prepare reports on social media engagement, reviews and interactions, and collaborate with customer service, operations and communications teams.
• Maintain accurate records of interactions and escalations and support continuous improvement of customer satisfaction and brand perception.

Required profile

• High school diploma or equivalent; associate's or bachelor's degree in Marketing, Communications, Business Administration or a related field preferred.
• 2-3 years of experience in marketing, customer support, customer engagement, social media management or a related field preferred.
• Experience handling customer complaints, escalations and sensitive interactions, with strong written and verbal English.
• Ability to work independently, manage multiple priorities and meet deadlines.
• Candidates must pass the UCAT psychometric assessment and the BELT English evaluation, and pass two interview stages.

Required skills

• Hands-on experience managing customer engagement through social media platforms.
• Experience with Salesforce for customer interactions and case management.
• Familiarity with Facebook, Instagram, LinkedIn, X, TikTok and Threads; familiarity with Sprout Social, Reputation.com or similar tools preferred.
• Proficiency in Microsoft Office, especially Outlook; report preparation and analysis of online reputation activity is a plus.