Customer Care Representative

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:
  • A customer-focused mindset with a passion for service recovery.
  • Detail-oriented and organized.
  • Ability to work independently while collaborating effectively with a team.
  • A 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.