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Community & Brand Health Specialist

Details

– Accepting applications
SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco, Staples, Sam’s Club and Target. We have more than 200,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. SquareTrade is profitable, growing 90% year on year, and attracted the largest insurer-tech acquisitions in 2017, with a $1.4 billion purchase price by Allstate. SquareTrade’s culture emphasizes self-starting entrepreneurs who have a knack for finding problems and coming up with brilliant solutions. 
 
This role on the SquareTrade Communications team will monitor and manage SquareTrade ratings, reviews, and brand health across all social media platforms and channel partner sites, interact directly with customers, and take action on claims when necessary. This is a high impact position where strategy meets execution. 
 
SKILLS + EXPERIENCE:
  • Degree in marketing, communications or related field
  • Experience in social media-related position or internship
  • Excellent critical thinking/problem solving skills 
  • Excellent verbal and written communication skills
  • Deep knowledge of social media,“lives a digital life”
  • Strong attention to detail  
  • Proficiency in MS Word, Excel and Outlook 
  • Self-starter, task-oriented 
  • Passionate about customer advocacy and has some experience customer service-related experience
  • Has some experience/interest in data/analytics, comfortable using data to make decisions and improve customer experiences
  • BONUS: Experience with social media analytics, including Google Analytics, Facebook Insights or Twitter Analytics
  • BONUS BUT NOT NECESSARY: Experience with Salesforce (our customer experience software, can be taught)
 
RESPONSIBILITIES INCLUDE:
 
  • Monitor reviews across all SquareTrade social media properties
  • Monitor reviews and ratings across all SquareTrade retail partner sites
  • Work directly with our customer service team, including developing and leading strategic initiatives to find positive customer resolutions and resolve escalations
  • Act as a trusted advisor, subject matter expert and point of contact for SquareTrade and its customers
  • Maintain and publish SquareTrade’s Reviews Tracker and Brand Health Report
  • Flag and help leverage positive customer experiences (success stories, show-outs, etc.) to help improve SquareTrade’s brand reputation
  • Identify latest brand health trends help SquareTrade continue to innovate when it comes to brand reputation
  • Monitor analytics with social media team and leverage findings to identify opportunities for ratings and reviews improvement
  • Assist in SquareTrade’s “review us” email campaigns
  • Help turn bad customer experiences into good ones 
 
SOME OF THE BENEFITS OF WORKING @ SQUARETRADE INCLUDE…
 
  • Not feeling stuck! This role has exposure to many different parts of the business, making transitioning easy…we work on developing careers based on what people enjoy!
  • Competitive salaries, benefits (medical, dental, vision, full 401k matching), generous paid time off
  • Respect for your work-life balance
  • Free lunch and breakfast, plus unlimited snacks and drinks
  • A paid volunteer day to give back to the community
  • Discounted Gym memberships
  • Company activities (from happy hours, winery trips, and picnics in the park to running a 5k for charity)
 
 
 
SquareTrade is an Equal Opportunity Employer and complies with the San Francisco FCO

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