Customer Care Leader
- Review Management:
- Monitor and respond promptly and professionally to all 3-star and below reviews across designated platforms (e.g., Google, Birdeye, BBB).
- Work cross-functionally to resolve issues raised in negative reviews and follow up with customers when needed.
- Customer Engagement:
- Conduct customer satisfaction audits via text and email to encourage feedback and convert positive experiences into 5-star reviews.
- Identify patterns in feedback and flag recurring concerns to improve overall service delivery.
- Data Reporting:
- Summarize and analyze weekly Customer Care performance metrics using Excel, including:
- Summarizing Audit Total Achieved
- Pass Fail %
- Response rates
- Outreach results
- Distribute weekly reports to the Customer Service Supervisor and Director of Operations with actionable insights and recommendations.
- Team & Supervisor Support:
- Provide direct support to the Customer Service Supervisor, including performance tracking, special projects, and communication planning.
- Serve as a resource for customer experience improvement initiatives and assist in implementing department goals.
- 2+ years of experience in a customer service, customer care, or reputation management role.
- Strong written communication skills with a professional, empathetic tone.
- Proficient in Microsoft Excel; able to compile, format, and interpret performance data.
- Ability to manage multiple priorities and meet deadlines with minimal supervision.
- Experience with online review platforms and CRM/customer feedback systems is preferred.
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