Social Listening & Community Specialist

Trex Company • Winchester, VA

16h • $23 - $24

About The Position

The Social Listening & Community Specialist helps manage Trex’s online reputation by monitoring customer conversations, responding to ratings and reviews, and engaging with consumers across social media and third-party platforms. This role plays an important part in ensuring customers receive helpful responses while also identifying trends and insights that can improve the overall customer experience.

The ideal candidate is detail-oriented, customer-focused, and comfortable interacting with consumers on behalf of the Trex brand.

Requirements

• Strong written communication skills and attention to detail
• Ability to interact with customers in a professional and helpful manner
• Experience using social media management or listening tools is a plus
• Organized and comfortable managing multiple platforms and conversations

Nice To Haves

• Experience responding to ratings and reviews
• Familiarity with reputation platforms such as Bazaarvoice
• Experience working with consumer brands or home improvement categories
• Interest in customer insights and sentiment analysis

Responsibilities

• Put safety first – Always!
• Lead and foster our “people first” culture.
• Ratings & Reviews Management
• Monitor and respond to product reviews across Trex.com and retail partner sites such as Home Depot and Lowe’s.
• Ensure responses are timely, helpful, and aligned with Trex brand voice and customer service standards.
• Flag potential issues, product concerns, or recurring feedback to the appropriate internal teams.
• Help maintain a positive and professional presence in public review platforms.
• Social Media Engagement
• Monitor and respond to comments and questions on Trex-owned social media channels.
• Identify opportunities to assist customers, answer questions, or route issues to the appropriate teams.
• Support community engagement by interacting with homeowners, contractors, and followers.
• Social Listening
• Track brand mentions, conversations, and feedback across social media, forums, and review platforms.
• Identify trends in customer sentiment, frequently asked questions, and emerging topics.
• Share insights with marketing, product, and customer experience teams.
• Reporting & Insights
• Assist with compiling regular reports on reviews, social engagement, and sentiment trends.
• Highlight recurring issues or opportunities to improve customer experience.
• Support analysis that helps inform marketing messaging and product improvements.
• Cross-Team Coordination
• Partner with Customer Experience, Marketing, and Product teams to ensure customer feedback is addressed.
• Escalate complex or sensitive customer issues when needed.
• Help ensure consistent responses and messaging across platforms.
• During peak season or periods of high customer volume, assist the Customer Experience Center with Customer Loyalty Advocate (CLA) responsibilities as needed.
• Other duties as assigned.

Benefits

• Time Off: We’ll give you paid holidays and paid vacation.
• Health, Dental, and Vision Insurance: Choose from a variety of options. We’ll cover a generous share of the cost. Plus, you can earn lower rates through our wellness program.
• 401(k) With Company Match: Save for your retirement and we’ll match it dollar for dollar.
• Tuition Reimbursement: We’re all about lifting each other to the next level. When you’re ready to get the degree, we’ll pick up part of the tab.
• Training and Education: We offer dozens of options to boost your performance – both online and on-site nearby.
• Stock Purchase Program: Invest in Trex at a discounted price.
• Employee Discount Program: When you make the World’s No. 1 Decking Brand, you’ll probably want to enjoy the finished product yourself. We’ll give you a discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees