Benefits:

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Re-Bath is seeking a capable and tech-savvy Customer Experience and Reputation Specialist to help us deliver exceptional service long after the job is done. In this role, you’ll be the friendly voice that helps customers share their positive experiences online—and the sharp eye that helps us spot and respond to critical feedback. If you’re confident on the phone, organized, and fluent in today’s review platforms, we’d love to meet you.

✅ Customer Outreach & Review Requests

Call or follow up with recent customers to request online reviews

Provide friendly, step-by-step assistance to customers unfamiliar with technology

Help customers create Google or Facebook accounts when needed

Ensure the review request process is comfortable, respectful, and non-pushy

Log successful review completions and common customer tech barriers

✅ Platform Management & Monitoring

Monitor and manage activity on:

Google Reviews

Facebook Reviews

Yelp (including responses, review disputes, etc.)

BBB

Partner's review platforms

Internal Re-Bath platforms

Track review frequency and average ratings by platform

Respond to or escalate platform-specific issues (flagged content, review disputes, etc.)

✅ Handling and Escalating Negative Reviews

Review and summarize all negative reviews in clear, actionable language

Identify issue type (e.g., service delay, poor communication, product dissatisfaction)

Tag department(s) potentially responsible (e.g., Install Team, Sales, Office)

Highlight urgent or time-sensitive issues for escalation

Maintain a log of trends or recurring feedback themes

Recommend appropriate outreach steps for damage control (if needed)

✅ Offline Feedback Capture & Forwarding

Collect and scan handwritten thank-you notes, cards, or printed testimonials

Forward high-quality scans and context (customer name/project type/date) to Social Media Team

Suggest captions or context for posting (optional)

Ensure customer privacy preferences are respected

✅ Reporting & Internal Collaboration

Meet weekly with Customer Service and Marketing to review feedback trends

Share report summaries of positive vs. negative feedback

Propose system/process improvements based on recurring issues

Help develop scripts or outreach templates for consistent messaging

Qualifications:

3-5 years of experience in a customer-facing or digital engagement role

Tech-savvy with confidence using web platforms, Google accounts, social media, and basic digital troubleshooting

Friendly, patient, and articulate communicator—especially over the phone

Experience assisting individuals with limited technology experience is a plus

Strong reading comprehension and writing skills, especially for summarizing customer sentiment and tone

Familiarity with online review management tools or dashboards preferred

Strong organizational skills and attention to detail