Reputation Management Specialist

AdventHealth; Texas; On-site; USD 57,000 - 106,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401-K Retirement Plan

Paid Time Off from Day One

Parental Leave

Mental Health Resources

Career Development

Pet Benefits

Job summary

AdventHealth in Texas seeks a Reputation Management Specialist to support digital engagement and service recovery. You will monitor social media and other platforms, respond to consumer inquiries, and protect the brand online.

This role collaborates with content, web, and PR teams to improve overall digital experiences. You will join a mission-driven team, coordinating with departments to resolve issues quickly while upholding the organization's values and ensuring compassionate, responsive

Qualifications

• Experience in social media service recovery and reputation management is required.
• Able to work in fast-paced, complex environments with competing priorities.
• Strong customer service skills and ability to build interdepartmental relationships.

Responsibilities

• Support the reputation program through digital consumer engagement and service recovery.
• Monitor and respond to consumer touchpoints on social media and third-party platforms.
• Collaborate with cross-functional teams to elevate inquiries and ensure timely resolution.
• Develop workflows to meet program goals and improve digital presence.

Skills

Social media management

Customer service

Team collaboration

Empathy

Digital communications

Education

Associate's degree

Job description

Our promise to you: Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better. All the benefits and perks you need for you and your family: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance Paid Time Off from Day One 403-B Retirement Plan 4 Weeks 100% Paid Parental Leave Career Development Whole Person Well-being Resources Mental Health Resources and Support Pet Benefits

Schedule: Full time Shift: Day (United States of America) Address: 2201 S CLEAR CREEK RD City: KILLEEN State: Texas Postal Code: 76549

Job Description: Contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties. Participates in regular evening, weekend, and holiday on-call rotation to ensure continuity of support for high-risk issues and monitoring of digital and social media assets. Other duties as assigned. Provides ad hoc issues management support as needed. Manages and adheres to digital content governance models. Monitors and responds to consumer touchpoints on digital, social media, and third-party platforms daily. Collaborates with partner departments to elevate inquiries and complaints for successful service recovery and follow-up. Deploys process workflows and tactics to meet or exceed program goals set by department leadership. Supports internal, cross-functional teams via digital research, intelligence gathering, and consumer engagement for high-priority projects and events. Coordinates efforts to address and resolve consumer issues effectively. Supports the strategic vision of department senior leadership. Protects the brand and team members online by ensuring personalized digital interactions.

Job Description Summary

Responsible for supporting the strategic direction of the reputation program with a focus on digital consumer engagement and service recovery. This position works alongside social media, content strategy and web teams to provide a holistic digital experience for consumers. Additionally, this role protects the brand and team members online, ensuring personalized digital interactions with those who engage with the brand. This position coordinates efforts to address and resolve consumer issues effectively, and contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties.

Knowledge, Skills, and Abilities

• Social media service recovery and reputation management experience. [Required]
• Comfortable operating in a fast-paced and complex environment with multiple and competing priorities. [Required]
• Enjoys working in a close-knit, collaborative team environment. [Required]
• Empathy and compassion to strategically respond to sensitive consumer needs. [Required]
• Excellent customer service skills, and the ability to build interdepartmental rapport and relationships. [Required]
• Common reputation management systems and best practices [Preferred]
• Basic emergency communications and management protocol [Preferred]
• Clinical, experience, and/or regulatory aspects of healthcare [Preferred]
• General understanding of social media strategy and content development [Preferred]
• Skilled in or with: [Preferred]
• Common third-party review sites [Preferred]
• Reputation management & social media listening tools [Preferred]

Education and Experience

• Education: Associate's [Required]
• Field of Study: in marketing, Business, Communications, Law Enforcement, Legal Studies, or related field
• Work Experience: 1+ years in the follwing fields; additional experience may be commensurate to degree requirements as approved by department leadership. [Required]
• Specialized certifications or experience working in crisis environments a plus. [Preferred]
• Windows Applications: Microsoft Outlook, Word, Excel, PowerPoint, Teams, etc. [Preferred]
• Social Media: Facebook, Twitter, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging platforms [Preferred]

Physical Requirements

Physical Requirements: (Please click the link below to view work requirements)

Physical Requirements - https://tinyurl.com/mte9kpcf Pay Range: $56,992.00 - $106,017.60

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.