Manager, Online Reputation and Client Services

Job Description

Manager, Online Reputation and Client Servicesat Skin Laundry Corporate Skin Laundry is revolutionizing the way people of all skin types care for their skin by making cutting-edge laser technology safe, effective, and affordable. Our team of highly trained medical professionals is committed to helping you achieve your most beautiful skin with certified healthcare professionals that are highly trained on skin methods and overseen by a team of Medical Advisers. Skin Laundry is growing and experiencing success in developing products, opening new locations and creating the ultimate experience for our clients! Our goal is to help everyone feel beautiful in their own skin. We do this by offering treatments that provide real results with no downtime. If you are eager to join an innovative company, want to be a valuable part of a team and brand innovating beauty and skincare, we want to hear from you! The Manager, Online Reputation and Client Service will be responsible to monitor and respond to user comments and questions across all channels that are not otherwise delegated to other Marketing or Operations team while Skin Laundry hires full-time, part-time or contract Online Community and Client Service Coordinators to report to the Manager. You will have the opportunity and responsibility to build this team to best engage with clients to support Skin Laundrys reputation online.You will:Ensure Skin Laundry is listening to and employing client feedback across digital channels to provide more attuned communications and quality experience to all clients at all times, constantly looking to develop improved approaches and processes to meet and exceed client expectations and reduce recurring issues and create a safe, inclusive, and healthy environment for all of our valued clients.Success in this role looks like:* Optimize and oversee systematic and adhoc management and execution across Skin Laundry?s help desk platforms, social networks, review sites, blogs, and other forums through which our clients engage with us, * Directly assist clients and facilitate clinic-based solutions where expert intervention is needed to understand the root cause of an issue, resolve such issue, and take steps to see it is not repeated, * Generate more positive interactions with our online community, connecting with our engaged users, and directing them to the tools and resources available; and p articularly as Skin Laundry expands rapidly in the US and abroad, track and report KPIs and ongoing Client Service priorities to build efficiencies while delivering client satisfaction.Duties and Responsibilities:* Structure and prioritize online client service engagement policies and practices * Set up processes, automations, and manual approaches and responsibilities to most quickly and effectively acknowledge and address client inquiries and issues, with timely, professional and empathetic interactions to resolve dissatisfaction and amplify praise * Seek opportunities to find solutions that benefit both the client and Skin Laundry. * Enforce company standards, policies and procedures. * Handle and resolve escalated issues from Social platforms, Zendesk chat, email, Yelp, and Google by working closely in coordination with Field Management. * Manage report(s) as Online Reputation & Client Service support needs grow. * Performs other related duties as assigned by management.Qualifications:* Strong understanding of business processes with the ability to translate business requirements into policy, process, technical, or other human resource requirements and deliver requested output timely and accurately * Willingness and desire to create a team learning environment and to foster a positive, fulfilling work environment * Demonstrated ability to balance department efficiency and client service excellence * Strong written, verbal, and interpersonal communications skills including the ability to listen attentively and to communicate information clearly and effectively * Demonstrated strengths in team building and leadership skills, including communicating with others so that they feel heard, respected, and supported * Willingness to assist teammates in order to achieve departmental goals * Proficiency in Zendesk, Agorapulse and/or other held desk and community monitoring platforms, plus digital media business center platforms, Meta/Facebook, Google, Yelp,.Competencies:*Problem Solving- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. *Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments. *Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things. *Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. *Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyones efforts to succeed. *Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. *Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. *Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies the appropriate person with an alternate plan.NOT NECESSARY, BUT GREAT TO HAVES:* Spanish fluency * Knowledge of and passion for skincare, health and wellnessBENEFITS AT SKIN LAUNDRY* Free treatments and 50% off the product line * Annual paid holidays and paid time off * Competitive Health and Benefits plansSkin Laundry Company Culture Highlights* Skin Laundry is ranked in the top 5% of companies for Team Score on Comparably.* Skin Laundry is ranked in the top 5% of companies for Leadership on Comparably.* Sales Department is ranked in the top 5% of companies for CEO Rating on Comparably.* Sales Department is ranked in the top 5% of companies for Executive Team Score on Comparably. Check us out on Comparably:Equal Opportunity Employer: At Skin Laundry, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Skin Laundry believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. **Accommodation Assista

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