Social Media & Reputation Management Specialist

Department: Marketing
Reports To: Director of Marketing
Direct Reports: None
Location: TBD
Employment Type: Full-Time

Position Summary

The Social Media & Reputation Management Specialist is responsible for creating, publishing, and managing digital content that strengthens the company’s brand presence, engages customers, supports recruiting efforts, and drives lead generation across multiple HVAC, plumbing, and home service brands.

This role serves as the voice of the company across social media platforms while also managing online reputation through customer review monitoring, response management, community engagement, and brand promotion. The position produces high-quality photo, video, graphic, and written content while ensuring the company maintains a positive and professional online presence.

This position is designed to bridge content creation with customer perception, ensuring all digital communications strengthen brand awareness, support marketing initiatives, improve customer sentiment, maintain brand consistency across all divisions, and contribute to measurable business results.

A successful Social Media & Reputation Management Specialist is highly creative, customer-focused, organized, and accountable. They understand that social media success is not measured solely by likes and impressions, but by audience engagement, brand awareness, customer trust, reputation management, lead generation, recruiting support, and business growth.

This individual proactively creates content, monitors customer feedback, manages online reviews, engages with audiences, collaborates with marketing and operational teams, and ensures all digital communications are professional, timely, and aligned with company objectives.

Essential Duties and Responsibilities

Social Media Content Creation & Management

• Create and publish content across Facebook, Instagram, LinkedIn, YouTube, TikTok, and emerging social media platforms.
• Develop and maintain social media content calendars.
• Capture and edit photos and videos from field operations, team events, installations, community activities, and company initiatives.
• Create short-form and long-form video content for marketing campaigns and brand awareness initiatives.
• Write engaging captions, posts, blogs, and promotional content aligned with company branding.
• Coordinate content collection with field teams, branch leadership, and department managers.
• Maintain brand consistency across all social media channels.
• Support campaign launches, promotions, contests, and seasonal marketing initiatives.
• Create content supporting recruiting, retention, company culture, and employer branding efforts.

Reputation Management

• Monitor online reviews across Google Business Profiles, Yelp, Facebook, Angi, BBB, and other review platforms.
• Respond to customer reviews in a professional, timely, and brand-appropriate manner.
• Escalate service concerns and negative reviews to appropriate operational leaders.
• Track review trends, customer sentiment, and recurring customer feedback themes.
• Support customer review generation campaigns and customer feedback initiatives.
• Partner with Customer Experience, Operations, and Sales teams to improve customer satisfaction outcomes.
• Maintain review response standards and ensure compliance with company guidelines.

Brand Management & Community Engagement

• Monitor social media channels for comments, messages, and customer interactions.
• Respond to inquiries and route service requests appropriately.
• Promote company culture, community involvement, charitable initiatives, team achievements, and customer success stories.
• Identify opportunities to increase audience engagement and strengthen brand awareness.
• Support public relations and community outreach initiatives.
• Assist with company events, trade shows, recruiting events, and community partnerships.

Reporting & Analytics

• Track and report social media performance metrics.
• Monitor audience growth, engagement rates, reach, impressions, and content performance.
• Track review volume, ratings, response times, and reputation trends.
• Prepare monthly performance reports and recommendations for improvement.
• Assist leadership with social media and reputation management dashboards.

Continuous Improvement

• Stay current on social media trends, platform updates, content strategies, and reputation management best practices.
• Recommend improvements to content strategy, audience engagement, and brand visibility.
• Identify opportunities to improve workflow efficiency and digital marketing effectiveness.

Key Performance Indicators (KPIs)

• Content Production Volume
• Social Media Engagement Rate
• Audience Growth
• Reach and Impressions
• Video Views and Watch Time
• Review Response Time
• Online Review Volume
• Average Star Rating
• Customer Sentiment Trends
• Brand Engagement Metrics
• Recruiting Content Performance
• Marketing Support Responsiveness

Required Qualifications

• Associate or bachelor's degree in marketing, Communications, Digital Media, Public Relations, Journalism, or related field preferred.
• 2+ years of experience in social media management, content creation, marketing, communications, or related field.
• Experience managing business social media accounts.
• Strong writing, editing, and communication skills.
• Experience creating photo and video content for social media platforms.
• Knowledge of social media trends, algorithms, and platform best practices.
• Experience managing online reviews and reputation management initiatives.
• Excellent organizational and project management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Excellent communication and collaboration skills.

Preferred Qualifications

• Experience in home services, HVAC, plumbing, construction, or related industries.
• Experience with Canva, Adobe Creative Suite, CapCut, or similar creative tools.
• Experience with Meta Business Suite, Google Business Profile, and social media scheduling platforms.
• Photography and videography experience.
• Experience creating paid advertising and social media campaign content.
• Familiarity with CRM, marketing automation platforms, and digital marketing analytics.

Position Success

Success in this role is measured by the ability to consistently create engaging content, strengthen brand awareness, improve customer sentiment, maintain a positive online reputation, and support lead generation and recruiting efforts across all company brands.

A successful social media & Reputation Management Specialist maintains an active and professional digital presence, responds effectively to customer feedback, manages online reviews in a timely manner, and creates content that accurately reflects the company’s culture, values, and commitment to customer service.

This individual understands that social media success is driven by both creativity and business impact. They proactively identify opportunities to increase engagement, enhance brand visibility, strengthen customer trust, and support organizational growth while ensuring leadership has visibility into social media performance, reputation trends, and customer sentiment across all platforms.