Reputation Management Associate

About the role

Ethos is dedicated to providing exceptional customer service and maintaining the highest standards of customer satisfaction. As a Reputation Management Specialist, you will take on a role in ensuring that customer complaints are expertly managed, resolved, and utilized as opportunities for systemic improvements. This position demands extensive experience, strategic thinking, and the ability to drive process enhancements across the organization.

Duties and Responsibilities:

• Advanced Complaint Management: Lead the intake, categorization, and resolution of complex complaints logged in Salesforce, ensuring that each case is managed with precision and urgency.
• Strategic Report Analysis: Monitor and analyze complaint reports and SLAs at a higher level, identifying key trends and potential risks. Provide strategic insights to senior leadership and recommend actions for improvement.
• Process Optimization: Spearhead initiatives to enhance the complaint management process. Collaborate with engineering, operations, and product teams to implement system updates that improve efficiency and customer satisfaction.
• Cross-Functional Leadership: Act as the primary liaison between departments such as Customer Experience, Compliance, Legal, and Operations, ensuring seamless communication and resolution of issues. Lead cross-functional teams in resolving escalated complaints.
• Comprehensive Documentation: Oversee the documentation of complaint handling processes, ensuring that records are not only accurate and thorough but also aligned with regulatory requirements. Prepare documentation for audits and compliance reviews.
• Regulatory Compliance: Ensure that all complaint handling procedures comply with internal policies and external regulations. Act as the subject matter expert on compliance standards, advising other departments as needed.

Qualifications and Skills:

• 3-5 years of experience in complaint management, customer service, or a related field.
• Expert proficiency in Salesforce or similar CRM systems, with the ability to leverage system capabilities for process enhancements.
• Proven track record in monitoring and improving SLAs, with experience in generating and presenting complex reports to senior leadership.
• Exceptional organizational skills with the ability to manage and prioritize multiple high-stakes tasks.
• Superior communication skills, both written and verbal, with the ability to influence and lead cross-functional teams.
• Strong analytical skills with a focus on identifying systemic issues and implementing long-term solutions.
• Ability to work independently and as part of a team in a fast-paced, high-pressure environment.

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