Customer Engagement & Community Specialist

The Customer Engagement & Community Specialist helps manage Trex’s online reputation by monitoring customer conversations, responding to ratings and reviews, and engaging with consumers across social media and third-party platforms. This role plays an important part in ensuring customers receive helpful responses while also identifying trends and insights that can improve the overall customer experience.

The ideal candidate is detail-oriented, customer-focused, and comfortable interacting with consumers on behalf of the Trex brand.

RESPONSIBILITIES

• Put safety first – Always!
• Lead and foster our “people first” culture.
• Ratings & Reviews Management
  • Monitor and respond to product reviews across Trex.com and retail partner sites such as Home Depot and Lowe’s.
  • Ensure responses are timely, helpful, and aligned with Trex brand voice and customer service standards.
  • Flag potential issues, product concerns, or recurring feedback to the appropriate internal teams.
  • Help maintain a positive and professional presence in public review platforms.
• Social Media Engagement
  • Monitor and respond to comments and questions on Trex-owned social media channels.
  • Identify opportunities to assist customers, answer questions, or route issues to the appropriate teams.
  • Support community engagement by interacting with homeowners, contractors, and followers.
• Social Listening
  • Track brand mentions, conversations, and feedback across social media, forums, and review platforms.
  • Identify trends in customer sentiment, frequently asked questions, and emerging topics.
  • Share insights with marketing, product, and customer experience teams.
• Reporting & Insights
  • Assist with compiling regular reports on reviews, social engagement, and sentiment trends.
  • Highlight recurring issues or opportunities to improve customer experience.
  • Support analysis that helps inform marketing messaging and product improvements.
• Cross-Team Coordination
  • Partner with Customer Experience, Marketing, and Product teams to ensure customer feedback is addressed.
  • Escalate complex or sensitive customer issues when needed.
  • Help ensure consistent responses and messaging across platforms.
  • During peak season or periods of high customer volume, assist the Customer Experience Center with Customer Loyalty Advocate (CLA) responsibilities as needed.
• Other duties as assigned.

JOB LOCATION

Winchester, Virginia, United States

POSITION TYP

Full-Time/Regular

EXPERIENCE

We are looking for leaders with a high school diploma and 2–4 years’ experience in social media, community management, customer engagement, or digital marketing.

• Required Skills & Qualifications:
  • Strong written communication skills and attention to detail
  • Ability to interact with customers in a professional and helpful manner
  • Experience using social media management or listening tools is a plus
  • Organized and comfortable managing multiple platforms and conversations
• Preferred Skills & Qualifications:
  • Experience responding to ratings and reviews
  • Familiarity with reputation platforms such as Bazaarvoice
  • Experience working with consumer brands or home improvement categories
  • Interest in customer insights and sentiment analysis

At Trex, we believe in persevering even when there’s no road map, embracing groundbreaking as a way of life. We encourage multiple perspectives and welcome diverse people who problem-solve, adapt, and innovate – always with a firm foundation in safety and integrity.

SALARY

Base Salary Range: $22.50 - $24.00 per hour

The salary range provided serves as a general guideline for potential compensation for this position. It reflects the base salary and does not account for other benefits or additional compensation opportunities that may apply. This role is also eligible for further compensation through an annual/sales bonus, in addition to the base salary.

At Trex, individual base salaries are determined based on various factors, including relevant skills, qualifications, experience, and geographic location. We are committed to maintaining pay equity and consider the internal equity of our existing team members when finalizing compensation offers. In addition to competitive pay, Trex offers a comprehensive benefits package, which is detailed below.

BENEFITS & PERKS 

We believe that real effort should be rewarded. We take care of you as part of our Trex family so you can take care of yours. Here are some of the perks beyond the paycheck:

• Time Off: We’ll give you paid holidays and paid vacation.
• Health, Dental, and Vision Insurance: Choose from a variety of options. We’ll cover a generous share of the cost. Plus, you can earn lower rates through our wellness program.
• 401(k) With Company Match: Save for your retirement and we’ll match it dollar for dollar.
• Tuition Reimbursement: We’re all about lifting each other to the next level. When you’re ready to get the degree, we’ll pick up part of the tab.
• Training and Education: We offer dozens of options to boost your performance – both online and on-site nearby.
• Stock Purchase Program: Invest in Trex at a discounted price.
• Employee Discount Program: When you make the World’s No. 1 Decking Brand, you’ll probably want to enjoy the finished product yourself. We’ll give you a discount.

WHO WE ARE

Over 30 years ago, our founders created the world’s first high-performance, low-maintenance composite decking and outdoor living products. That entrepreneurial spirit still drives us today as we continue to redefine our industry and lead the way for what’s next in outdoor living. Today, Trex is the world’s #1 brand of sustainability-made, wood-alternative decking, and deck railing – all proudly manufactured in the USA. As a publicly traded company [NYSE: TREX], we take pride in being the largest recycler of plastic film in the country as well as caring for the communities and the planet where we live. We nurture meaningful connections, from local engagement and investment to eco-friendly products and sustainable manufacturing processes.

Everything we do is grounded in our values and guided by our beliefs. We are looking for candidates who embody our core values:

• Do the Right Thing
• Act with Boldness and Authenticity
• Drive Sustainability
• Innovate and Adapt

At Trex, you’ll become part of a diverse yet unified team that sustains the trailblazing spirit and strengths that made Trex the industry leader – learning, adapting, solving and succeeding.

We welcome new ideas and fresh perspectives, and we encourage you to bring your best to help us shape the future of Trex.

CAREER ADVANCEMENT

At Trex, you can take pride in craftsmanship. There’s an art and a science to what we do, and we never stop working to refine and improve. That means no matter how long you’ve been with Trex, you have ongoing opportunities to grow your expertise – enhancing your career, your team and our shared efforts. You will help shape our future.

EEO

Trex is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive environment for all employees and do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.

E-VERIFY

Trex participates in E-Verify to confirm the employment eligibility of all newly hired employees. E-Verify is a web-based system operated by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) that allows employers to electronically verify the employment eligibility of their employees. For more information, please visit www.dhs.gov/E-Verify.

Salary : $23 - $24