Customer Success and Review Specialist

Job Description for Customer Success and Review Specialist

Company Overview:

Join our team at J. Blanton Plumbing, a rapidly growing US-based company. We’re seeking a Customer Success and Review Specialist to play a vital role in our marketing team. This position is designed to ensure that every customer feels heard, valued, and satisfied with our services. By focusing on post-service engagement, this role is key to enhancing our online reputation and building lasting relationships with our customers.

Key Responsibilities:

Call Grading and Dispute Resolution: Evaluate customer service calls for quality, providing feedback to improve future interactions. Manage disputes regarding charges for Google Local Service Ads, ensuring fair and satisfactory resolutions.
Review Solicitation: Actively solicit reviews from customers upon job completion, with a particular emphasis on Google Local Service Ads. Develop strategies to encourage feedback and share positive experiences.
Review Management: Monitor and respond to reviews across various platforms. Craft responses that reflect our brand’s commitment to customer satisfaction, addressing concerns and highlighting positive engagements.
Customer Liaison: Serve as the primary point of contact for customers post-service. Work closely with our customer service team to resolve any issues, ensuring every customer is satisfied with the resolution.
Success Story Promotion: Share compelling customer success stories and testimonials across our marketing channels. Highlight positive experiences to enhance our brand reputation and attract new customers.

Requirements:

Proven experience in customer service, marketing, or a related field.
Strong communication and interpersonal skills, with the ability to effectively address customer concerns and promote positive interactions.
Experience in online review management and response strategies.
Ability to work collaboratively within a team and across departments to resolve customer issues.
Creative and strategic thinking, with the capacity to develop innovative approaches to soliciting and managing reviews.
Bachelor’s degree in Marketing, Communications, or related field is preferred.

Benefits:

Competitive salary.
Opportunity for growth in a dynamic and expanding company.
Flexible remote work environment.
This role is ideal for individuals passionate about customer satisfaction, skilled in communication, and experienced in navigating online review platforms. If you’re ready to contribute to our team by enhancing our brand’s reputation and ensuring every customer’s success, we invite you to apply for the Customer Success and Review Specialist position at J. Blanton Plumbing.