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Customer Care Representative
Job
Home Genius Exteriors
Streetsboro, OH (In Person)
Full-Time
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Job Description
Digital is responsible for managing and responding to online reviews across multiple platforms, following up with customers, and turning negative experiences into positive outcomes. This role serves as the digital voice of our brand, ensuring customers feel heard and valued while supporting our commitment to exceptional service and reputation management. 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.