Position Overview

We are seeking a proactive and highly articulate Online Reputation Management (ORM) Specialist to build and strengthen ContactPoint360's presence across the home warranty and home services ecosystem.

The primary responsibility of this role is to identify the right companies, executives, posts, articles, and industry conversations, and make ContactPoint360 part of those conversations through intelligent, thoughtful, and relevant engagement.

This is not a traditional social media role . The position does not involve graphics, content calendars, or posting for the sake of activity. The goal is to ensure that home warranty decision-makers recognize and associate ContactPoint360 with relevant expertise and business solutions before they are approached by the sales team.

Key Responsibilities

- Monitor LinkedIn, X, industry publications, blogs, associations, and professional communities for relevant conversations.
- Identify conversations involving home warranty providers, home service contract companies, contractor networks, appliance repair, HVAC, plumbing, electrical, property management, proptech, and real estate organizations.
- Identify and engage CEOs, COOs, CIOs, Chief Customer Officers, and senior leaders responsible for customer experience, claims, service authorization, contractor networks, dispatch, retention, contact centers, and operations.
- Write original comments that demonstrate understanding of the topic and add meaningful insights, examples, perspectives, or questions.
- Respond thoughtfully when executives engage and continue relevant conversations.
- Build and maintain a structured target list of companies, executives, associations, and industry influencers.
- Track and document meaningful interactions and engagement activity.
- Identify and flag potential outsourcing opportunities, operational challenges, seasonal volume spikes, expansion plans, technology transformations, leadership changes, and other buying signals for the sales team.
- Ensure all engagement aligns with ContactPoint360's brand, professional standards,



and compliance requirements.

Daily Performance KPIs

- Review 80 to 100 relevant posts and articles.
- Publish 40 original and thoughtful comments .
- Complete 25 LinkedIn comments, 10 X replies, and 5 comments across publications, blogs, or professional groups.
- Engage with 30 named target companies .
- Engage with at least 15 VP-level or C-suite leaders .
- Publish 10 high-value comments within two hours of the relevant content being posted.
- Complete 10 follow-up replies within active conversations.
- Identify and document at least 3 potential business needs or buying signals .
- Maintain 100% documentation of meaningful engagement activity .

Quality & Compliance Standards Quality is non-negotiable. Generic engagement does not qualify as meaningful activity.

Comments such as "Great post," "Well said," or "Thanks for sharing" will not be considered valid engagement.

Every comment must

- Demonstrate that the content was genuinely read and understood.
- Reference something specific from the original post or discussion.
- Add a relevant insight, perspective, example, or thoughtful question.
- Be original and contextually appropriate.
- Avoid generic, repetitive, or copied language.
- Avoid excessive reliance on AI-generated or templated content.
- Never use hard-selling tactics or turn discussions into unsolicited sales pitches.
- Never invent facts, client relationships, results, or performance claims.

The candidate must also maintain strict confidentiality and professional judgment. They must never discuss individual customers, claims, coverage decisions, contractor disputes, confidential business information,



or speculate about contract terms or coverage.

Candidate Profile

- Minimum 2 years of hands-on experience in one or more of the following areas:
- Home warranty
- Home services
- Field-service operations
- Service contracts
- Proptech
- Customer experience
- BPO / Contact Center
- B2B social engagement or ORM
- Excellent written English with the ability to communicate clearly, naturally, and professionally.
- Strong understanding of LinkedIn, X, online communities, industry publications, and professional engagement.
- Ability to quickly identify relevant business conversations and determine whether they present an opportunity for meaningful engagement.
- Comfortable engaging with senior executives, including VP, C-suite, and functional leaders.
- Strong research, analytical, and situational judgment skills.
- Ability to work at high volume without compromising the quality or relevance of engagement.
- Robust understanding of B2B audiences and how business decision-makers consume industry content.

Domain Knowledge Required The ideal candidate should understand the fundamentals of:

- Customer service and contact-center operations
- Claims intake and service authorization
- Contractor recruitment, dispatch, and network management
- Appointment scheduling and service coordination
- Repair-versus-replacement decisions
- Coverage terms, exclusions, and service fees
- Customer retention, renewals, and cancellations
- Seasonal demand fluctuations and emergency call spikes
- Digital self-service, automation, and AI
- Customer satisfaction and complaint resolution

Key Success Measure Success in this role is not measured by the number of comments alone. It is measured by the quality and business relevance of the conversations created .

The ultimate objective is to increase ContactPoint360's visibility and credibility among home warranty and home services decision-makers, identify meaningful buying signals, and create familiarity with the brand before the sales team initiates direct outreach.

📌 Online Reputation Management (ORM) Specialist, Home Warranty (India)
🏢 contactpoint 360
📍 India