Experienced Customer Experience Specialist – Online Review Management & Customer Follow-Up
At arenaflex, we're dedicated to delivering exceptional customer experiences and building strong relationships with our clients. As a key member of our team, you'll play a vital role in maintaining our online reputation, addressing customer concerns, and converting leads into booked appointments. If you're passionate about customer service, have excellent communication skills, and enjoy engaging with people, we'd love to hear from you!
About arenaflex
arenaflex is a leading home service company in the Denver/Colorado area, committed to providing top-notch insulation solutions to our clients. We're a dynamic team of professionals who share a common goal: to deliver exceptional customer experiences and build long-lasting relationships. Our company culture is built on the principles of empathy, professionalism, and a passion for delivering outstanding results.
Job Summary
We're seeking an experienced Customer Experience Specialist to join our team. As a key member of our customer service and marketing strategy, you'll be responsible for managing online reviews, handling customer follow-ups, and converting leads into booked appointments. If you're a proactive, customer-focused professional with excellent communication skills, we'd love to hear from you!
Responsibilities
As a Customer Experience Specialist, you'll be responsible for the following key tasks:
- Online Review Management: Respond to Yelp & Google reviews within 10 minutes (both positive and negative) with personalized, professional responses—no generic templates.
- Negative Review Resolution: Engage with negative reviews to resolve issues and encourage customers to update their ratings when possible.
- Customer Follow-Up: Call back dissatisfied customers to discuss their concerns and schedule follow-up appointments if needed.
- Lead Follow-Up: Reach out to new leads immediately after they submit an inquiry to schedule service appointments.
- Communication: Maintain a friendly, professional, and solution-oriented approach in all interactions.
Requirements
To succeed in this role, you'll need to possess the following essential qualifications:
- Strong Writing and Communication Skills: Excellent written and verbal communication skills to ensure clear and professional communication with customers and leads.
- English Proficiency: Proficiency in English (both written and spoken) to ensure clear and professional communication.
- Phone Etiquette: Comfortable speaking on the phone to follow up with customers and leads.
- Customer Service Experience: Experience in customer service, reputation management, or sales is preferred.
- Emotional Intelligence: Ability to handle sensitive situations with professionalism and empathy.
- Technical Skills: Familiarity with Yelp, Google My Business, and local search ranking factors is a plus.
Why Join arenaflex?
This role is a key part of our customer service and marketing strategy. Your work will help us strengthen our brand, improve customer satisfaction, and increase conversions. If you're great at turning feedback into opportunities and enjoy engaging with customers, we'd love to hear from you!
Career Growth Opportunities & Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Experience Specialist, you'll have the opportunity to:
- Develop Your Skills: Receive training and support to develop your skills in customer service, reputation management, and sales.
- Take on New Challenges: Take on new responsibilities and challenges as you grow and develop in your role.
- Collaborate with a Dynamic Team: Work with a dynamic team of professionals who share a common goal: to deliver exceptional customer experiences.
Work Environment & Company Culture
arenaflex is a dynamic and fast-paced work environment that's committed to delivering exceptional customer experiences. Our company culture is built on the principles of empathy, professionalism, and a passion for delivering outstanding results. As a Customer Experience Specialist, you'll have the opportunity to work in a collaborative and supportive team environment that's dedicated to helping our customers achieve their goals.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package that includes:
- Competitive Salary: A competitive salary that reflects your skills and experience.
- Benefits Package: A comprehensive benefits package that includes health insurance, retirement savings, and paid time off.
- Perks: Enjoy perks such as flexible work arrangements, professional development opportunities, and a fun and supportive work environment.
How to Apply
If you're a proactive, customer-focused professional with excellent communication skills, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job