Public Reputation Coordinator

Vivint

Lehi, UT

Full Time

Mid Level

6 days ago

Job Description

About the Role

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. Vivint is seeking a proactive and strategic Public Reputation Coordinator to join our PR and Brand team. This role will be critical in helping to shape and protect Vivint's brand reputation by monitoring, analyzing, and responding to conversations across websites, review platforms, social and traditional media, Reddit, and other key channels.

Key Responsibilities

Monitor and analyze brand mentions, reviews, and sentiment across platforms including Google Reviews, Trustpilot, Reddit, social media, and other relevant forums.
Engage and respond to customer reviews and online conversations, crafting timely, brand-aligned responses and escalating issues when necessary.
Develop and implement strategies to improve Vivint's digital reputation and customer perception.
Work closely with Customer Support, Legal, Marketing, and Executive teams to manage sensitive or high-priority issues.
Provide regular reports on sentiment trends, reputation KPIs, and emerging risks or opportunities.
Support PR and Brand leadership during high-stakes or crisis situations with real-time monitoring and response coordination.
Assist in creating FAQs, response templates, and proactive content to address common concerns and promote positive brand narratives.

Requirements

Experience in reputation management, public relations, customer service leadership or similar.
Strong writing and communication skills with an understanding of tone and brand voice.
Experience using media and social listening and reputation management tools.
Ability to manage multiple priorities in a fast-paced environment.
High emotional intelligence and professionalism in handling sensitive topics.

Nice to Have

Experience directly supporting or assisting customers.
Experience in a consumer-facing tech or service industry.
Familiarity with online review, messaging, and social media platforms.
Understanding of SEO and how online reviews impact search visibility.
Understanding how AI and LLM results can impact and be impacted by brand messaging and reputation.
Experience in crisis communications or customer advocacy.

Working at Vivint

NRG Energy is committed to a drug and alcohol-free workplace. Employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. The company values diversity and inclusion, as indicated by their EOE AA M/F/Protected Veteran Status/Disability statement.

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