Customer Experience and Reputation Specialist

Customer Experience and Reputation Specialist Bathworks Inc - 4.5 Troy, MI Job Details Full-time $40,000 - $45,000 a year 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Social listening Reputation management Phone communication Content writing Email marketing campaigns Mid-level Sentiment analytics Social media content creation Direct mail Brand messaging User support Content scheduling Facebook Proofreading 1 year Escalation handling Communication skills Client interaction via phone calls Copywriting Full Job Description Re-Bath is seeking a tech-savvy, customer-focused professional to support online reviews, customer follow-up, referrals, and brand content. This role combines customer experience, reputation management, and light marketing support across social media, email, and direct mail. The ideal candidate is confident on the phone, organized in their follow-up, comfortable helping customers with technology, and able to communicate clearly and professionally. This person will help protect and strengthen the Re-Bath brand by turning customer feedback into action, insight, and content. Key Responsibilities Customer OutreachReviews Follow up with recent customers to request online reviews Help customers navigate Google, Facebook, and other review platforms Provide patient, step-by-step assistance to customers who are less comfortable with technology Ensure review requests are handled in a respectful, professional, and non-pushy manner Track completed reviews and common customer barriers Reputation Management Monitor reviews across Google, Facebook, Yelp, BBB, partner platforms, and internal channels Respond to or escalate review-related issues, including disputes or flagged content Summarize negative reviews in clear, actionable language Identify recurring issues and share feedback trends with internal teams Highlight urgent customer concerns for timely follow-up ReferralsCustomer Feedback Reach out to satisfied customers to request referrals in a friendly and professional manner Answer basic questions about the referral process Log referral activity, customer responses, and common objections Collect and forward handwritten notes, thank-you cards, or printed testimonials for marketing use Ensure customer privacy preferences are respected BrandMarketing Support Create and schedule social media posts using reviews, testimonials, and project highlights Help maintain a consistent content calendar and organized asset library Write short-form captions that align with brand voice and local market tone Assist with email marketing content for follow-up, promotions, and reputation-building campaigns Draft and proofread copy for direct mail pieces such as postcards, letters, and promotional offers Repurpose customer stories and feedback into content across social, email, and print channels Track basic engagement metrics and share insights with the marketing team What Success Looks Like Success in this role means customers feel supported throughout the review and referral process, online feedback is monitored consistently, and negative issues are escalated quickly and clearly. It also means customer sentiment is captured in a way that helps both the service team and the marketing team respond effectively. A strong candidate in this position will help increase positive review activity, improve visibility into recurring customer concerns, and support a more consistent brand presence across social media, email, and direct mail. The work should contribute to both stronger reputation management and better customer communication. Qualifications 1-2 years of experience in customer service, reputation management, digital engagement, social media, or marketing support Strong phone communication and customer service skills Comfortable using review platforms, Google accounts, Facebook, and basic digital tools Strong writing, proofreading, and reading comprehension skills Ability to summarize customer sentiment and feedback clearly Organized, detail-oriented, and able to manage multiple tasks Experience assisting people with limited technology experience is a plus Experience with social media posting, email marketing, or direct mail copy is preferred This is not a design role; however, strict adherence to established brand guidelines is required