Experienced Customer Experience Specialist – Online Review Management & Customer Follow-Up
At blithequark, we're dedicated to delivering exceptional customer experiences that drive loyalty and growth. As a key member of our customer service team, you'll play a vital role in maintaining our online reputation, addressing customer concerns, and converting leads into booked appointments. If you're passionate about turning feedback into opportunities and enjoy engaging with customers, we invite you to join our team as an Experienced Customer Experience Specialist – Online Review Management & Customer Follow-Up.
About blithequark
blithequark is a home service company serving the Denver/Colorado area, committed to providing top-notch insulation solutions to homeowners. Our mission is to deliver exceptional customer experiences, foster long-term relationships, and build a reputation for excellence in the industry. We're a dynamic and growing company that values innovation, teamwork, and customer-centricity.
Responsibilities
As an Experienced Customer Experience Specialist – Online Review Management & Customer Follow-Up, you'll be responsible for:
- Responding to Yelp & Google reviews within 10 minutes (both positive and negative) with personalized, professional responses that showcase our commitment to customer satisfaction.
- Engaging with negative reviews to resolve issues and encourage customers to update their ratings when possible, demonstrating our dedication to continuous improvement.
- Calling back dissatisfied customers to discuss their concerns and schedule follow-up appointments if needed, ensuring that every customer feels heard and valued.
- Reaching out to new leads immediately after they submit an inquiry to schedule service appointments, capitalizing on the momentum of their interest.
- Maintaining a friendly, professional, and solution-oriented approach in all interactions, reflecting our company's values and commitment to customer excellence.
Key Skills & Qualifications
To succeed in this role, you'll need:
- Strong writing and communication skills, with the ability to craft compelling responses that showcase our brand's personality and values.
- Proficiency in English (both written and spoken) to ensure clear and professional communication with customers and leads.
- Comfortable speaking on the phone to follow up with customers and leads, with a warm and empathetic tone that puts customers at ease.
- Experience in customer service, reputation management, or sales, with a proven track record of turning feedback into opportunities and driving customer satisfaction.
- Ability to handle sensitive situations with professionalism and empathy, demonstrating our commitment to customer care.
- Familiarity with Yelp, Google My Business, and local search ranking factors is a plus, but not required.
Why Join blithequark?
This role is a key part of our customer service and marketing strategy, and your work will help us:
- Strengthen our brand reputation by responding to online reviews and addressing customer concerns in a timely and professional manner.
- Improve customer satisfaction by engaging with customers, resolving issues, and scheduling follow-up appointments.
- Increase conversions by reaching out to new leads and scheduling service appointments, capitalizing on their interest and momentum.
- Foster a positive and supportive work environment that values teamwork, innovation, and customer-centricity.
Career Growth Opportunities & Learning Benefits
At blithequark, we're committed to helping you grow and develop your skills and expertise. As an Experienced Customer Experience Specialist – Online Review Management & Customer Follow-Up, you'll have opportunities to:
- Develop your writing and communication skills, with training and support to help you craft compelling responses that showcase our brand's personality and values.
- Learn about our company's products and services, with ongoing training and education to help you become a subject matter expert.
- Collaborate with our customer service and marketing teams to drive customer satisfaction and growth.
- Participate in our company's continuous improvement initiatives, with opportunities to share your ideas and suggestions for improving our processes and procedures.
Work Environment & Company Culture
At blithequark, we're proud of our positive and supportive work environment, which values teamwork, innovation, and customer-centricity. Our office is a dynamic and collaborative space that fosters creativity, learning, and growth. We offer a range of benefits and perks, including:
- Competitive salary and benefits package.
- Ongoing training and education to help you develop your skills and expertise.
- Collaborative and supportive work environment.
- Opportunities for career growth and advancement.
- Recognition and rewards for outstanding performance.
Compensation, Perks, & Benefits
We offer a competitive salary and benefits package, including:
- Competitive hourly rate.
- Ongoing training and education to help you develop your skills and expertise.
- Collaborative and supportive work environment.
- Opportunities for career growth and advancement.
- Recognition and rewards for outstanding performance.
How to Apply
If you're passionate about delivering exceptional customer experiences and enjoy engaging with customers, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter that showcases your skills, experience, and passion for customer service. We can't wait to hear from you! Apply for this job