Customer Care Leader at Erie Home

Toledo, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Review Management, Data Reporting, Customer Engagement, Microsoft Excel, Communication Skills, Problem Solving, Performance Tracking, Feedback Analysis, Service Improvement, Team Support, Customer Satisfaction, Auditing, Cross-Functional Collaboration, Empathy, Time Management

Industry

Construction

Description

Description Company Overview: Erie Home is a leading provider of roofing and basement waterproofing services with over 100 locations nationwide. We pride ourselves on delivering exceptional service and reliable solutions that protect our customers’ homes and peace of mind. We are seeking a detail-oriented and customer-focused Customer Care Leader to support our efforts in ensuring a positive post-service experience and enhancing our company’s reputation. Position Summary: The Customer Care Leader plays a critical role in maintaining customer satisfaction and brand reputation by actively managing review responses, identifying service improvement opportunities, and supporting the Customer Service Supervisor with data-driven insights. This position is responsible for auditing customer feedback, engaging with customers to encourage five-star reviews, and compiling weekly performance summaries for leadership review. Key Responsibilities: · Review Management: o Monitor and respond promptly and professionally to all 3-star and below reviews across designated platforms (e.g., Google, Birdeye, BBB). o Work cross-functionally to resolve issues raised in negative reviews and follow up with customers when needed. · Customer Engagement: o Conduct customer satisfaction audits via text and email to encourage feedback and convert positive experiences into 5-star reviews. o Identify patterns in feedback and flag recurring concerns to improve overall service delivery. · Data Reporting: o Summarize and analyze weekly Customer Care performance metrics using Excel, including: · Summarizing Audit Total Achieved · Pass Fail % · Response rates · Outreach results o Distribute weekly reports to the Customer Service Supervisor and Director of Operations with actionable insights and recommendations. · Team & Supervisor Support: o Provide direct support to the Customer Service Supervisor, including performance tracking, special projects, and communication planning. o Serve as a resource for customer experience improvement initiatives and assist in implementing department goals. Requirements Qualifications: · 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. · Ability to manage multiple priorities and meet deadlines with minimal supervision. · Experience with online review platforms and CRM/customer feedback systems is preferred.

Responsibilities

The Customer Care Leader is responsible for managing customer reviews, engaging with customers for feedback, and providing data-driven insights to improve service delivery. This role also involves supporting the Customer Service Supervisor with performance tracking and special projects.