Digital is responsible for managing and responding to online reviews across multiple platforms, following up with customers, and turning negative experiences into positive outcomes. This role serves as the digital voice of our brand, ensuring customers feel heard and valued while supporting our commitment to exceptional service and reputation management.
Key Responsibilities
Monitor and respond promptly to customer reviews on Google, Facebook, Yelp, and other relevant platforms. Communicate professionally and empathetically with customers to address concerns, clarify issues, and provide resolutions. Proactively follow up with customers who have had negative experiences to understand concerns and work toward a positive resolution. Utilize negotiation skills to find fair, win-win solutions when resolving customer concerns while balancing customer satisfaction and company policies. Document customer interactions and resolutions accurately in the CRM system. Identify trends in customer feedback and report actionable insights to leadership for continuous improvement. Collaborate with internal teams (field teams, service departments, marketing) to gather necessary information for customer follow-up. Maintain brand voice and standards in all written communication. Support special projects related to reputation management and customer experience initiatives as needed. Qualifications
Experience: 1+ years in customer service, customer care, social media management, or a related role; experience responding to customer reviews is a plus.Skills:
Excellent written communication with a professional and empathetic tone. Strong negotiation and conflict-resolution skills with the ability to de-escalate issues and find mutually beneficial outcomes. Problem-solving skills with the ability to follow through on customer issues to resolution. Comfortable navigating online platforms, CRM systems, and review management tools. Attributes: Customer-focused mindset with a passion for service recovery. Detail-oriented and organized. Ability to work independently while collaborating effectively with a team. Positive attitude and commitment to turning challenges into opportunities. Why Join Us?
Be part of a team that values customer experience and continuous improvement. Opportunity to shape how customers perceive and engage with our brand online. Collaborative, supportive culture that prioritizes employee growth and contribution. If you are passionate about helping customers, feel heard while applying your negotiation skills to create positive outcomes, we encourage you to apply and join our team.
