Social Media Specialist

Leslie's•Phoenix, AZ

About The Position

The Social Media Specialist is responsible for monitoring, managing, and responding to customer reviews across all social media and review platforms. This role is critical in protecting and enhancing brand reputation, driving customer engagement, and providing actionable insights into customer sentiment. In addition to timely and professional responses, this role analyzes feedback to identify trends, themes, and opportunities to improve the overall customer experience. Insights will be shared cross-functionally to support continuous improvement across the organization.

Requirements

2+ years of experience managing social media, online reviews, or customer engagement platforms preferred.
Strong written communication and customer service skills.
Ability to respond professionally to both positive and negative customer feedback.
Experience with reporting tools such as Excel, Google Sheets, or business intelligence platforms.
Strong analytical, organizational, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Basic understanding of customer experience and brand reputation management principles.

Responsibilities

Monitor, manage, and respond to customer reviews and messages across multiple social media and review platforms, including (but not limited to) Google Reviews, Yelp, Yotpo, and other feedback channels.
Engage with customers in a professional, timely, and brand-aligned manner to support positive customer experiences and protect brand reputation.
Identify and escalate customer concerns, trends, or urgent issues to appropriate internal teams for resolution.
Support overall reputation management strategies to strengthen brand trust and customer loyalty.
Analyze customer feedback to identify recurring themes, sentiment trends, and opportunities to improve customer experience, products, and services.
Develop and maintain dashboards and reports to track and analyze review data by territory, district, and individual location.
Provide insights and feedback summaries to cross-functional teams to support informed business decision-making.
Maintain consistent documentation of customer interactions, feedback trends, and performance metrics.
Collaborate with marketing on campaigns, response strategies, and customer engagement initiatives.
Partner with internal teams to ensure customer feedback is addressed and improvements are implemented.
Stay current on platform updates, review guidelines, and industry best practices in social media and reputation management.
Perform additional operational or business-related duties as assigned to support company goals.