2-10 HOME BUYERS WARRANTY Online Reputation Manager/Social Media Manager Salary in the United States

Online Reputation Manager / Social Media Manager

Targeted compensation:  $50,000 - $70,000 base
Salary commensurate with experience and skill set

Who we are:

2-10 Home Buyers Warranty is a leading home warranty provider in the U.S.; serving the protection needs of new home builders and owners of new and existing homes. Our mission is to improve the quality of housing and the experience of homeownership. Founded in 1980 and with a corporate office based in Denver, Colorado, we are an industry leader protecting one out of every seven new homes in the U.S. and continuing to grow our brand and expertise in the market.

Please watch our 2 minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/ 

What is the role and where can you add value?

2-10 Home Buyers Warranty is seeking a highly motivated, customer centric and dependable individual to join our Customer Experience Team as the Online Reputation Manager. The ideal candidate will be organized with a strong work ethic and will combine a baseline of knowledge of public relations, communications and technical skills to help present a positive image of 2-10 across multiple platforms. The Online Reputation Manager will also need strong spelling, grammar, and computer skills, as well as the ability to work on their own while communicating clearly and effectively across multiple teams. As an Online Reputation Manager, you will apply your energy and problem solving skills to provide an extraordinary customer experience. You will work proactively with Homeowners, Real Estate Agents, Brokers and Sales Professionals to resolve escalated claims and potential service issues.  You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization. 

Core Job Responsibilities:

• Monitor reputation of company using wide variety of online platforms such as social media sites, online public review platforms etc.
• Create relevant and meaningful responses to common questions, concerns and comments from future, present and past customers
• Respond to customer inquiries on social media outlets on a daily basis on current social networks. Answer customer questions and rectify any negative content with guidance from management
• In partnership with the Customer Experience team, manage social media escalations to ensure claim issues are resolved.
• Create a high level of social media content across all platforms.
• Drive brand awareness and community engagement; monitor all accounts and engage in constructive user interaction.
• Conduct research to identify, report on, and implement future technology, best practices, trends, tools and hashtags to ensure our brand adopts emerging opportunities for increased success.
• Provide exceptional customer service to internal and external customers.
• Demonstrate a high level of urgency and responsiveness in researching and resolving homeowner and broker inquiries.
• Manage incoming inquires via phone and e-mail for open claims by clarifying desired information; researching, locating, and providing claim information.
• Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate homeowners and others of warranty coverages and coverage determinations.
• Become proficient in 2-10 systems, processes and procedures to effectively assist with escalated situations during high volume times.
• Manage competing priorities balancing multiple customer requests while meeting department goals
• Research, analyze, and communicate warranty coverage obligations for a variety of common home systems and appliances.
• Diffuse escalated claim situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational clarity and sensitivity to each customer’s needs to alleviate customer complaints while providing quality customer service.
• Perform necessary tasks required to resolve homeowner requests including research, outreach, follow up and resolution.
• Document all interactions and decisions in a clear, concise, and professionally written manner; in accordance with standard operating procedures.
• Other Duties as Assigned

What skills and experience should you bring to this role?

• Associates degree or equivalent business experience with proven college-level writing skills and exceptional verbal communication skills.
• 3+ years of experience in social media marketing within a consumer product setting.
• Documented creativity with a great visual eye in a professional setting.
• A marketing, communications, business or writing background and related education.
• Resourcefulness in identifying trends in each channel within the consumer products space.
• Fluency building paid and organic campaigns using Facebook, Instagram, Twitter, and Snapchat.
• Ability to collaborate across all departments and levels of leadership.
• Superior verbal, written communication and presentation skills.
• Strong competence with social media creation tools (HTML, PhotoShop, Illustrator + InDesign).
• Keen analytical skills and applied understanding of social media KPIs, by post type and platform.
• Strong ability to track business objectives and analyze data to craft narratives and reports.
• A passion and enthusiasm for building online communities and promoting the voice of a brand.
• Must have proficient computer skills working in Word, Excel, and Outlook and the ability to quickly learn new programs and systems.
• Excellent time management and follow-up skills with the ability to execute under pressure.
• Passion for providing an exceptional customer experience via phone and via e-mail.
• Dependability to ensure appropriate coverage of duties. Exceptional attendance required.
• Ability to acquire knowledge of 2-10 HBW service agreements, policies and procedures needed.
• Strong ability to multi-task and apply problem solving skills to complex situations
• Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Experience acting as a liaison for multiple parties and/or project management experience.
• Reliable Hi-Speed Internet connection and the ability to work from home during normal business hours with limited disruption.

Here is what you can expect when you join our team:

• A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
• A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans

2-10 Home Buyers Warranty is an Equal Opportunity Employer

All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK