Social Response and Engagement Specialist

Job Overview: We are seeking a Social Response and Engagement Specialist to join our team and serve as the frontline voice of our brand across digital platforms. This role is responsible for monitoring, responding, and engaging with clients and prospects across multiple channels to strengthen our reputation, enhance client satisfaction, and drive engagement.

The ideal candidate is proactive, empathetic, and highly organized, with excellent written communication skills and a passion for delivering exceptional client experiences online.

This position reports to the Marketing & Communications Manager and the VP of Marketing, and collaborates closely with the Client Services Team and Legal Team (Attorneys & Legal Support Staff) to ensure timely, accurate, and empathetic client communication.

This is a hybrid position with three days per week in our Chicago office and two days remote.  The compensation for this position is an annual base salary of $58,000 to $70,000 per year, depending on experience, plus a discretionary bonus and benefits. 

Key Responsibilities:

Client Interaction & Issue Resolution

• Respond to inbound direct messages across social and messaging platforms in a timely, professional manner.
• Address negative Google reviews across all brands and office locations with empathy and solutions-focused responses.
• Manage and respond to BBB complaints, ensuring concerns are acknowledged and resolved in line with company standards.

Engagement & Reputation Building

• Acknowledge and thank clients who leave positive reviews, reinforcing goodwill and loyalty.
• Engage with comments on ads and Meta (Facebook/Instagram) pages to maintain a responsive and approachable brand presence.
• Respond to Local Services Ads (LSAs) to capture leads and nurture potential clients.
• Proactively post on Reddit, Pinterest, Quora, and similar forums to identify opportunities, answer questions, and attract potential clients.

Platform Expansion & Consistency

• Cover additional platforms as they are added to our digital footprint.
• Maintain consistent tone, brand voice, and quality across all channels.
• Escalate trends, concerns, or noteworthy client feedback to internal teams for action.

Qualifications:

• 1–3 years of experience in social media management, community management, or customer service.
• Strong written communication skills with attention to tone and clarity.
• Ability to handle sensitive client issues with professionalism and empathy.
• Familiarity with Google Business reviews, BBB, Meta platforms, LSAs, and Reddit (or similar forums).
• Familiarity with social management platforms (e.g., Hootsuite, Sprout, Sprinklr) is a plus.
• Experience with CRM or case management tools (e.g., Litify, Salesforce) a plus.
• Highly organized, detail-oriented, and able to manage multiple platforms simultaneously.

Work Environment

• Hybrid schedule: 3 days per week in our Chicago office; 2 days remote.
• No weekend monitoring required.