Social Media and Reputation Management Specialist

Social Media & Reputation Management Specialist

Department: Marketing
Reports To: Director of Marketing
Direct Reports: None
Location: TBD
Employment Type: Full-Time

Position Summary

The Social Media & Reputation Management Specialist is responsible for creating, publishing, and managing digital content that strengthens the company’s brand presence, engages customers, supports recruiting efforts, and drives lead generation across multiple HVAC, plumbing, and home service brands.

This role serves as the voice of the company across social media platforms while also managing online reputation through customer review monitoring, response management, community engagement, and brand promotion. The position produces high-quality photo, video, graphic, and written content while ensuring the company maintains a positive and professional online presence.

This position is designed to bridge content creation with customer perception, ensuring all digital communications strengthen brand awareness, support marketing initiatives, improve customer sentiment, maintain brand consistency across all divisions, and contribute to measurable business results.

A successful Social Media & Reputation Management Specialist is highly creative, customer-focused, organized, and accountable. They understand that social media success is not measured solely by likes and impressions, but by audience engagement, brand awareness, customer trust, reputation management, lead generation, recruiting support, and business growth.

This individual proactively creates content, monitors customer feedback, manages online reviews, engages with audiences, collaborates with marketing and operational teams, and ensures all digital communications are professional, timely, and aligned with company objectives.

Essential Duties and Responsibilities

Social Media Content Creation & Management

• Create      and publish content across Facebook, Instagram, LinkedIn, YouTube, TikTok,      and emerging social media platforms.
• Develop      and maintain social media content calendars.
• Capture      and edit photos and videos from field operations, team events,      installations, community activities, and company initiatives.
• Create      short-form and long-form video content for marketing campaigns and brand      awareness initiatives.
• Write      engaging captions, posts, blogs, and promotional content aligned with      company branding.
• Coordinate      content collection with field teams, branch leadership, and department      managers.
• Maintain      brand consistency across all social media channels.
• Support      campaign launches, promotions, contests, and seasonal marketing      initiatives.
• Create      content supporting recruiting, retention, company culture, and employer      branding efforts.

Reputation Management

• Monitor      online reviews across Google Business Profiles, Yelp, Facebook, Angi, BBB,      and other review platforms.
• Respond      to customer reviews in a professional, timely, and brand-appropriate      manner.
• Escalate      service concerns and negative reviews to appropriate operational leaders.
• Track      review trends, customer sentiment, and recurring customer feedback themes.
• Support      customer review generation campaigns and customer feedback initiatives.
• Partner      with Customer Experience, Operations, and Sales teams to improve customer      satisfaction outcomes.
• Maintain      review response standards and ensure compliance with company guidelines.

Brand Management & Community Engagement

• Monitor      social media channels for comments, messages, and customer interactions.
• Respond      to inquiries and route service requests appropriately.
• Promote      company culture, community involvement, charitable initiatives, team      achievements, and customer success stories.
• Identify      opportunities to increase audience engagement and strengthen brand      awareness.
• Support      public relations and community outreach initiatives.
• Assist      with company events, trade shows, recruiting events, and community      partnerships.

Reporting & Analytics

• Track      and report social media performance metrics.
• Monitor      audience growth, engagement rates, reach, impressions, and content      performance.
• Track      review volume, ratings, response times, and reputation trends.
• Prepare      monthly performance reports and recommendations for improvement.
• Assist      leadership with social media and reputation management dashboards.

Continuous Improvement

• Stay      current on social media trends, platform updates, content strategies, and      reputation management best practices.
• Recommend      improvements to content strategy, audience engagement, and brand      visibility.
• Identify      opportunities to improve workflow efficiency and digital marketing      effectiveness.

Key Performance Indicators (KPIs)

• Content      Production Volume
• Social      Media Engagement Rate
• Audience      Growth
• Reach      and Impressions
• Video      Views and Watch Time
• Review      Response Time
• Online      Review Volume
• Average      Star Rating
• Customer      Sentiment Trends
• Brand      Engagement Metrics
• Recruiting      Content Performance
• Marketing      Support Responsiveness

Required Qualifications

• Associate's      or Bachelor's degree in Marketing, Communications, Digital Media, Public      Relations, Journalism, or related field preferred.
• 2+      years of experience in social media management, content creation,      marketing, communications, or related field.
• Experience      managing business social media accounts.
• Strong      writing, editing, and communication skills.
• Experience      creating photo and video content for social media platforms.
• Knowledge      of social media trends, algorithms, and platform best practices.
• Experience      managing online reviews and reputation management initiatives.
• Excellent      organizational and project management skills.
• Ability      to manage multiple priorities in a fast-paced environment.
• Strong      attention to detail and commitment to quality.
• Excellent      communication and collaboration skills.

Preferred Qualifications

• Experience      in home services, HVAC, plumbing, construction, or related industries.
• Experience      with Canva, Adobe Creative Suite, CapCut, or similar creative tools.
• Experience      with Meta Business Suite, Google Business Profile, and social media      scheduling platforms.
• Photography      and videography experience.
• Experience      creating paid advertising and social media campaign content.
• Familiarity      with CRM, marketing automation platforms, and digital marketing analytics.

Position Success

Success in this role is measured by the ability to consistently create engaging content, strengthen brand awareness, improve customer sentiment, maintain a positive online reputation, and support lead generation and recruiting efforts across all company brands.

A successful Social Media & Reputation Management Specialist maintains an active and professional digital presence, responds effectively to customer feedback, manages online reviews in a timely manner, and creates content that accurately reflects the company’s culture, values, and commitment to customer service.

This individual understands that social media success is driven by both creativity and business impact. They proactively identify opportunities to increase engagement, enhance brand visibility, strengthen customer trust, and support organizational growth while ensuring leadership has visibility into social media performance, reputation trends, and customer sentiment across all platforms.

Compensation details: 60000-75000 Yearly Salary

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