Engagement & Response Specialist

The Engagement & Response Specialist will serve as the voice of the brand across digital channels, ensuring positive customer experiences, swift issue resolution, and valuable feedback collection, fostering loyalty. This role involves managing online reviews, customer feedback, engaging with customers on various platforms, tracking engagement metrics, and collaborating with other teams to improve overall customer experience.

Essential Duties and Responsibilities

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience. One (1) to two (2) years of call center experience.
• Intermediate level of experience in Microsoft Applications including Excel, Word, PowerPoint, Outlook, and Explorer.
• Analytical ability with experience in data collection and analysis tools.
• Strong communication skills; demonstrate exceptional relationship building skills.
• Proficient written and verbal communication skills.
• Strong customer centric focus and ability to translate customer needs into deliverables.
• Demonstrated ability to be a self-starter with initiative and the ability to multi-task.
• Ability to work independently as well as in a team environment.
• Must possess problem solving and multi-tasking skills, attention to detail, organizational skills and effective time management.

Working Conditions and Physical Requirements:

Corporate Office: This position operates in a professional office environment. Work is typically performed in a climatecontrolled setting with standard office equipment, including computers, phones, copiers, and printers. The role requires the ability to remain in a stationary position for extended periods, as well as to move throughout the office to access files, equipment, and meeting spaces. Noise levels are generally low to moderate.

The employee is expected to maintain a neat, clean, and professional workspace and follow company guidelines for workplace appearance and conduct. The role may require occasional adjustments to support business needs, such as attending inoffice meetings, collaborating with colleagues onsite, or participating in video calls where professional oncamera appearance is expected.

Remote: This position operates in a remote environment. Work is performed primarily using a computer, phone, and virtual collaboration tools. The employee must have a dedicated, distractionfree workspace with reliable internet access that supports online meetings, data security, and consistent productivity. Work is generally sedentary, involving extended periods in a stationary position with periodic movement as needed.

The employee is expected to maintain availability during agreedupon business hours and attend required meetings via video or teleconference. Remote schedules must not interfere with normal interactions between the employee, their supervisor, coworkers, or customers, and must support the team's ability to meet business needs.

Confidential information must be handled securely at all times, including proper storage, password protection, and adherence to company security protocols. Employees must ensure their remote environment supports safe, compliant work practices and upholds company standards for professionalism, communication, and responsiveness. Performance expectations for remote employees are consistent with onsite roles, including meeting deadlines, attending meetings, and maintaining regular communication with leadership.