Customer Care Representative
About Erie Home
Erie Home is dedicated to making homeownership easy through a team of skilled professionals. We strive to create a welcoming and inclusive workplace, earning certifications such as Great Place to Work® and Top Workplaces recognition. We offer competitive benefits and support for personal and professional growth.
Position Summary
The Customer Care Representative plays a crucial role in enhancing customer satisfaction and brand reputation by managing review responses, identifying service improvements, and providing data-driven insights to the Customer Service Supervisor.
Essential Duties And Responsibilities
- Review Management: Monitor and respond promptly to all 3-star and below reviews on designated platforms, and work cross-functionally to resolve issues raised in negative reviews.
- Customer Engagement: Conduct customer satisfaction audits via text and email to encourage feedback and convert positive experiences into 5-star reviews, identifying patterns in feedback and addressing recurring concerns.
- Data Reporting: Summarize and analyze weekly Customer Care performance metrics using Excel, including summarizing audit total achieved, pass/fail percentages, response rates, and outreach results, and distribute weekly reports to the Customer Service Leader and Director of Operations with actionable insights and recommendations.
- Team & Supervisor Support: Provide direct support to the Customer Care Leader, including review performance tracking, special projects, and communication planning, and assist in implementing department goals.
Required Education And Experience
- 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.
- Able to manage multiple priorities and meet deadlines with minimal supervision.
- Experience with online review platforms and CRM/customer feedback systems is preferred.
Travel Requirements
None
Overtime/Additional Hours Requirements
Overtime hours may be required based on business needs.
Physical Requirements
Normal office environment. Sedentary work involving sitting most of the time. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
What We Offer
- Industry-leading compensation package
- Competitive medical, dental, and vision benefits after 60 days
- Retail savings plan with company match
- Paid parental leave and generous paid time off programs
- On-campus fitness programs and meal delivery services
- Comprehensive health, wellbeing, financial wellness, and childcare benefits
- Opportunities for growth and advancement
Additional Perks
- Employee assistance program with 24/7 legal, financial, and counseling support
- Employee discount marketplace with thousands of savings options
- Flexible Gym membership
- Employee resource groups, including VetConnect and the Women’s Committee
Awards and Recognition
- Recognized as a Top Workplace by The Plain Dealer
- Multi-year recipient of Top Workplaces USA by Energage
- Great Place to Work® Certified™
- Remodeling 550 list placements
- Qualified Remodeler Top 500 rankings
- Smart Culture Awards for employee-focused culture
- Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition
- Diversity and Equal Opportunity: Commitment to creating a diverse and inclusive environment and being an equal opportunity employer