Digital Reputation Specialist
ABOUT MONSTER
Monster Reservations Group is currently seeking passionate team members who enjoy a Fun, Energetic, and Fast Paced Work Environment to join our team! Do you enjoy building relationships, overcoming challenges, and having the ability to grow with one of the premier marketing firms in the vacation ownership industry? If so, Monster Reservations Group is the place for you!
JOB ROLE
To help maintain and rectify issues in various digital platforms. You will be involved in helping build the Monster Brand online by proactively responding to all guest comments/feedback/issues/complaints on our services and products. You will also be responsible for investigating the root cause of the complaints and developing a thoughtful and creative approach to rectify the initial negative outcome.
A Day in the Life of A Digital Reputation Specialist
A typical day in the life of a digital reputation specialist starts with coming into work with a positive attitude and a readiness to take on the day’s challenges. You know your day will involve dealing with upset guests who may be expressing negative feedback online. Still, you approach these situations with a passion for turning negative experiences into positive ones. Your problem-solving skills are tested as you work to meet the expectations of each guest and address their concerns thoroughly.
As a digital reputation specialist, you are responsible for managing all cases that negatively impact the brand’s digital presence. This includes identifying trends and root causes of negative complaints in order to address the underlying issues effectively. 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.
SKILLS
- 3 months - 3 years experience in Conflict Resolution
- 3 months - 3 years experience in Service
- 50 WPM typing speed
- Travel industry knowledge is preferred but not required
- Chat experience is preferred but not required
Responsibilities
Personality Traits
- Problem Solver
- Keeps cool in stressful situations
- Emotional resilience
- Attention to detail
- Adaptability
- Tech Savvy
- Maintain a positive attitude
- Investigator
Online Guest Services
- Maintain knowledge and compliance with all Corporate policies and products, including new destination additions.
- Effectively manage expectations set by guests
- Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve social media amplifications.
- Outbound calls to satisfy guest needs and mitigate issues
- Feel comfortable talking on the phone in a professional manner
Complaint Intake
- Receive guest inquiries via all access channels (Chat, Google, Facebook, Yelp, BBB, Indeed, Complaint Boards) regarding products offered or problems
- Investigate with the guest to fully diagnose any issues brought to our attention
- Develop a creative solution and respond within established timelines.
Effective Communication/Reporting
- Develop analytic reports on patterns you see in guest issues/complaints to review
- Produce thoughtful ideas to improve on the root problem, and communicate these ideas promptly
Additional Responsibilities
We strive to foster an environment of teamwork, so you will be asked to assist in other digital team responsibilities that could include the list below, but are not limited to this list:
- Marketing Projects
- Developer relationship gifting
- Taking out the trash
- Cleaning up office space
- Unpacking groceries/coke order
- Partaking in team outings
- Reporting
- Chatting
- Internal birthday/anniversary emails/gifting
Job Pay/Salary
- $22/hr + bonus compensation
Hours
Monday – Friday
8:30am – 5:00pm with one 30 minute lunch break
FILL OUT TO APPLY
TEAM MEMBER REVIEWS

Pattea

Scott

Sam

Julia

Anna

Blake

Rachel
