Social Media, Reputation Specialist

• Serve as TurFresh's public voice and manage social channels as a community manager
• Respond to every Google Business Profile, Yelp and Birdseye review within 48 hours
• Handle negative reviews and public complaints, take conversations offline and escalate issues to Customer Service
• Write and maintain review response guidelines
• Work with Customer Service to generate more customer reviews
• Track ratings, review volume, response rates and recurring themes by location
• Answer comments, direct messages and mentions across social channels
• Monitor conversations about TurFresh, competitors and turf care in local groups, Reddit and review sites
• Route sales and service inquiries to Customer Service in GoHighLevel
• Send a weekly listening digest covering questions, objections, complaints, competitor moves and content ideas
• Turn content pillars into a weekly channel calendar
• Write hooks, captions, story text and calls to action for each channel
• Brief creative resources and make basic visual edits
• Coordinate field content capture with technicians
• Schedule and publish content in GoHighLevel Social Planner across Instagram, Facebook, TikTok and YouTube
• Review and approve AI-generated calendars, captions, replies and reports; improve prompts and brand voice rules
• Report weekly on publishing and performance, separating organic and paid results
• Propose and run copy and format tests and record findings

• 3+ years managing social media and online communities for a brand or agency
• Excellent written English with a natural tone for U.S. homeowners
• Proven community management experience
• Reputation management experience responding to reviews at scale on Google Business Profile, Yelp or Birdseye
• Social listening experience using native tools or platforms such as Sprout Social or Brand24
• Demonstrable results with numbers, including channel growth and post performance
• Basic visual editing skills using Canva, CapCut or similar
• Comfort using AI as a drafting partner while retaining quality, accuracy and brand judgment
• Organized and self-directed, able to close the loop and escalate early with a recommendation

• Full-time employment
• Remote work arrangement
• Working overlap with U.S. Pacific Time business hours