Jennifer Ollinger

About Jennifer Ollinger

Multimedia artist, public relations guru, and an absolute go-getter who loves going above…

Experience

1. Social Media Moderation Manager

   ServiceTitan

   May 2023 — Present

   Effectively perform administrative and moderation duties, including monitoring and escalating issues across social channels - Diligently track customer questions, issues, and recommendations, and communicate them to the appropriate teams - Build brand personality and customer trust through regular one and two-way communications - Monitor relevant online conversations among people in the trade services to get a pulse on key topics and trends - Respond to customers with a wide variety of product and service needs via social media - Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed - Capture and analyze insights, and learnings, and regularly share with internal stakeholders to drive awareness and action - Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience - Drive traffic and engagement to the official ServiceTitan Community - Leverage monitoring tools for insights and alignment with company goals - Retain a high level of knowledge and familiarity with ServiceTitan\'s products, services, and the field services industries - Use community guidelines as needed to ensure a positive and safe environment in the group - Manage a team of contingent workers including coverage schedule, absences, adherence to established procedures and SLAs, and performance expectations.