Customer Support and Reputation Specialist

Job Description

Job Description

Benefits :

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Re-Bath is seeking a capable and tech-savvy Customer Experience and Reputation Specialist to help us deliver exceptional service long after the job is done. In this role, youll be the friendly voice that helps customers share their positive experiences onlineand the sharp eye that helps us spot and respond to critical feedback. If youre confident on the phone, organized, and fluent in todays review platforms, wed love to meet you.

Customer Outreach & Review Requests

• Call or follow up with recent customers to request online reviews
• Provide friendly, step-by-step assistance to customers unfamiliar with technology
• Help customers create Google or Facebook accounts when needed
• Ensure the review request process is comfortable, respectful, and non-pushy
• Log successful review completions and common customer tech barriers

Platform Management & Monitoring

• Monitor and manage activity on :

Google Reviews

• Facebook Reviews
• Yelp (including responses, review disputes, etc.)
• BBB
• Partner's review platforms
• Internal Re-Bath platforms
• Track review frequency and average ratings by platform
• Respond to or escalate platform-specific issues (flagged content, review disputes, etc.)

Handling and Escalating Negative Reviews

• Review and summarize all negative reviews in clear, actionable language
• Identify issue type (e.g., service delay, poor communication, product dissatisfaction)
• Tag department(s) potentially responsible (e.g., Install Team, Sales, Office)
• Highlight urgent or time-sensitive issues for escalation
• Maintain a log of trends or recurring feedback themes
• Recommend appropriate outreach steps for damage control (if needed)

Offline Feedback Capture & Forwarding

• Collect and scan handwritten thank-you notes, cards, or printed testimonials
• Forward high-quality scans and context (customer name / project type / date) to Social Media Team
• Suggest captions or context for posting (optional)
• Ensure customer privacy preferences are respected

Reporting & Internal Collaboration

• Meet weekly with Customer Service and Marketing to review feedback trends
• Share report summaries of positive vs. negative feedback
• Propose system / process improvements based on recurring issues
• Help develop scripts or outreach templates for consistent messaging

Qualifications :

• 3-5 years of experience in a customer-facing or digital engagement role
• Tech-savvy with confidence using web platforms, Google accounts, social media, and basic digital troubleshooting
• Friendly, patient, and articulate communicatorespecially over the phone
• Experience assisting individuals with limited technology experience is a plus
• Strong reading comprehension and writing skills, especially for summarizing customer sentiment and tone
• Familiarity with online review management tools or dashboards preferred
• Strong organizational skills and attention to detail