Online Reputation Specialist

POSITION DESCRIPTION

POSITION TITLE: Online Reputation Specialist

REPORTS TO: Sr. Creative Project Manager

SALARY: $15.00 per hour

SCHEDULE: This is a hybrid role. 30-35 hours per week. Monday- Friday

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.

BENEFITS

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 20+ hours per week. All employees receive two complimentary gym memberships--one for themselves and another to give away--plus 401k options.

• 30+ hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above)
• 40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)

Come join VASA Fitness and join a passionate, fun, and united team!

We are proud to be a 'Great Place to Work' certified company!

PURPOSE

The Online Reputation Specialist is responsible for providing an UPLIFTing brand experience in all our online review channels. On behalf of VASA, this person will strive to provide a positive, responsive online experience and clear cross-functional communication on public sentiment and areas of improvement. This person works closely with both the Marketing and Member Service Teams to resolve member concerns quickly.

RESPONSIBILITIES

The key responsibilities for this position include, but are not limited to, the following:

• Owns and manages online sentiment across all channels. Including but not limited to: Facebook, Instagram, TikTok, X, Google, and Yelp
• Report daily on reviews and work with Member Services to resolve issues
• Report monthly on the wins and ways we can improve, based on our online reviews across all channels
• Assist Member Services with tickets as needed during slow times online
• Create a friendly, professional, and positive first impression on our Members, their guests, and the public
• Properly research, address, and resolve membership concerns and requirements
• Meet or exceed all quotas provided by your leader
• Accurately record all information regarding Member relations internally as well as in external company tools

MINIMUM QUALIFICATIONS

The qualifications for this position include, but are not limited to, the following:

• High school diploma or equivalent (GED)
• Prior customer service experience
• Strong attention to detail
• Excellent collaborator
• Ability to apply learnings and use own judgement to make decisions that impact members and the company
• Ability to work without immediate supervision
• Excellent verbal and written communication across different platforms (email, in-person, phone, social media, etc.)
• Ability to focus on core information expressed by members and provide solutions, information, and guidance in a professional manner
• Integrity in handling financial transactions and information regarding member accounts
• Optimistic mindset with a roll-up-your-sleeves attitude
• Passion for quality execution
• Ability to work in a fast-paced environment and effectively manage a high volume of inquiries
• Experience in Microsoft Office
• Experience using Asana or Sprout Social is a plus

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

VASA Fitness is an Equal Opportunity Employer