Digital Reputation Specialist

The Digital Reputation Specialist will play a crucial role in identifying the root causes of complaints and implementing appropriate solutions to prevent future issues and will be responsible for managing all cases that negatively impact the brand’s digital presence. You will need to be someone who can keep your cool and maintain a professional demeanor, even in the face of stressful situations or negative feedback.

SALARY

COMMISSION (BASED ON TASK LIST COMPLETION)

SCHEDULE

RESPONSIBILITIES

High-Priority Task Completion:The Digital Reputation Specialist will be expected to complete a minimum number of high-priority tasks from the "task list" each day to meet the weekly bonus commission standard. A task will be considered “completed” after you have spoken to a guest directly to resolve their issue or concern. Tasks that are closed due to no-contact or an alternative team member speaking to the guest will not be counted towards this number. This responsibility ensures that our guests receive timely and efficient support, which is critical to maintaining guest satisfaction.
Content Moderation: The Digital Reputation Specialist will conduct thorough investigations to identify the root causes of all complaints created online in Social Media avenues (such as Facebook, Yelp, BBB, Indeed, etc.) and determine appropriate resolutions.
Complaint Resolution: The Digital Reputation Specialist will receive guest inquiries via all access channels (Chat, Google, Facebook, Yelp, BBB, Indeed, Complaint Boards, etc.) regarding products offered, or problems with services and accommodations offered. Primary responsibility will be to ensure guest satisfaction and cultivate, as well as maintain, positive guest relationships and overall digital presence. Effective communication is essential as you will be responsible for developing analytic reports on patterns you see in guest issues/complaints to review with management.
Online Guest Services: The Digital Reputation Specialist will effectively manage guests’ expectations, logically diagnose basic to intermediate issues, or determine resources required to resolve escalations. Perform outbound calls to satisfy guest needs and handle escalated issues.
Ongoing Tasks and Administrative Responsibilities: In addition to the specific tasks outlined above, you will utilize any remaining time to work on ongoing tasks/projects and other administrative duties as needed. This may include managing schedules, coordinating meetings, maintaining records, or providing support to other team members.

MINIMUM REQUIREMENTS

Proven experience in complaint and conflict resolution or guest services roles, such as operations coordination, account management, or claims resolution.
Exceptional guest-oriented focus, with a commitment to delivering high-quality service and maintaining guest satisfaction.
Excellent interpersonal and communication skills, with the ability to listen actively, empathize, and clearly articulate solutions.
Strong problem-solving abilities, including the capacity to analyze complex situations, identify underlying issues, and propose effective resolutions.
Detail-oriented with a commitment to accuracy and quality.
Ability to work independently and proactively, taking ownership of tasks and responsibilities.
A positive and flexible attitude, with a willingness to assist in a variety of tasks as needed.

BENEFITS

Advancement opportunity
Paid holidays
Paid time off
Generous health / life / dental / vision insurance benefits
401K with 4% matching
Fully stocked break area
Casual dress code
Personal travel credit every year
Full-time / year-round work

FILL OUT TO APPLY

TEAM MEMBER REVIEWS

SCOTT R.

"I have been working for Monster since August 2021. This is an amazing place to work. Many places say they work as a team. Here at Monster they really live that mission. Management is there to help you learn and grow. The staff treats you like family. I was told many years ago ""If you love what you do, you will never work a day"" That is how I feel at Monster."

BAILEY W.

"I have been working for Monster since November 2020. I love working here at Monster because I love the community. We are such a big family. A lot of companies say that, but this is the only place I've ever worked where it actually rings true. Monster deeply cares about their team members and always takes care of us. There are so many perks to working here, and the love & care Monster has for its employees is evident!"

RAFA C.

"Monster is the perfect place to work if you're looking for challenging projects and People who are passionate about their jobs. Fun is the priority, we're all about making work fun and exciting!"

APRIL D.

"I've been with Monster for over 2 years now and I absolutely love it! I started in the guest service department, but because I showed a high level of skills, they promoted me into the PM Activations Manager role. Since being with the company I have learned so many technical skills and team building skills I didn't even know I possessed. I love my job and my Monster family! Together we can achieve greatness."

BLAKE B.

"My time at Monster has been life changing! I found my niche. I love how Monster finds what your skills are and will put you in a position to succeed. If you know me, I genuinely love my team members and am excited to come in everyday and get guests on vacations! I cannot believe I have been with Monster for over 3 years! Time flies when you're having fun! This company not only talks the talks, but we walk the walk!"

IYANA L.

"Monster is a place that really sets the standard for taking care of your team members! It has been a joy since I started and I can't wait to see where this journey takes me!"

MATT J.

""I love working for a company where enthusiasm is ESSENTIAL! I started with Monster on the phones making outbound calls, and now I train and teach new team members how to get our guests on vacation. On top of the growth opportunities, the culture at Monster is simply incredible—I literally get paid to be excited all day! What could be better than that?!""