Job Summary:

The Reputation Management Intern will be responsible for monitoring, maintaining, and enhancing South West Plumbing, Heating, Air, and Electric’s brand reputation across multiple platforms, including Google, Facebook, Yelp, and other relevant review sites. They will be fully dedicated to elevating our online reputation to a consistent 5-star level across all platforms, driving positive reviews, engaging employees in review efforts, and proactively mitigating negative feedback. Their focus is on ensuring every customer interaction reflects premium, white-glove service, mediating operational complaints before they escalate, and crafting a standout reputation for South West Plumbing, Heating, Air, and Electric. Additionally, this role will partner with our Social Media Intern and Marketing team to organize community events, drive positive PR efforts, and engage in media outreach.

This role is ideal for a marketing, communications, PR, or business student looking to gain real-world experience in brand reputation and customer experience management.

Benefits: 

• Pay: $18.90 per hour
• Schedule: Monday-Friday starting at 8:30am or 9am (35 hours a week)
• Weekly pay!
• Work arrangement: In office
• Start earning PTO immediately.
• Great medical benefits, including dental, vision and life insurance for you AND your family.
• Generous 401K Company match.
• 6 Paid holidays.
• Gain hands-on experience in brand reputation management and PR.
• Work closely with marketing and operations leadership.
• Lead initiatives that directly impact our company’s online presence and community standing.
• Learn crisis management, public relations, and customer engagement strategies.

Key Responsibilities:

Reputation Management & Review Generation (40%)

• Monitor and respond to reviews on Google, Facebook, Yelp, BBB, and other platforms.
• Track and report out on strategies and success increasing positive reviews across all business locations.
• Work with employees and technicians to encourage review collection from satisfied customers.
• Create internal incentives or engagement programs to promote review generation.

Mitigating & Mediating Negative Reviews (30%)

• Proactively address customer concerns before they escalate into negative reviews.
• Coordinate with customer service and operations teams to resolve complaints effectively.
• Develop and implement crisis response strategies to maintain brand reputation.
• Ensure all customer interactions represent a 5-star, white-glove service experience.

Community Engagement & Brand Reputation (20%)

• Partner with the Social Media Intern to create and manage community engagement initiatives.
• Organize and promote annual giving events, charity partnerships, and community involvement.
• Drive media outreach, including press releases and positive news coverage for the company.
• Engage with local businesses, influencers, and organizations to strengthen brand trust.

Reporting & Strategy Optimization (10%)

• Track online reputation metrics (review scores, response times, sentiment analysis).
• Provide monthly reports on review trends, customer sentiment, and key areas of improvement.
• Suggest strategy refinements based on analytics and reputation trends.

• Currently pursuing or recently completed a Marketing, Communications, Public Relations, or Business degree.
• Strong written communication skills, particularly in customer engagement and professional responses.
• Understanding of Google Reviews, Facebook Business Pages, Yelp, and media relations.
• Ability to handle customer feedback professionally and proactively.
• Self-motivated and able to work independently while collaborating with multiple teams.
• Passion for community engagement and brand reputation management.