Customer Care Representative

About Erie Home

At Erie Home, we are powered by people on a single mission to make homeownership easy. We've crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Erie Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition.

From competitive medical benefits to people-focused committees like the Women's Committee, Diversity & Inclusion Committee, and VetConnect, we are dedicated to making Erie Home a workplace where you can win every day. Come grow your career with us.

Why Erie Home

• We Win - Being driven every day to win is who we are
• People Powered - Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family Feel with Enterprise-Level Resources - You are important to us, and we've built a culture you'll love
• Support - Inclusion, sustainability, and reliability surround everything we do
• Personal Growth - Dedicated to providing resources and encouragement for employee growth
• Mobility - Locations throughout the U.S. and Canada, with continued expansion

Position Summary

The Customer Care Representative 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.

Essential Duties and Responsibilities:

• Review Management:
  • Monitor and respond promptly and professionally to all 3-star and below reviews across designated platforms (e.g., Google, Yelp, BBB).
  • Work cross-functionally to resolve issues raised in negative reviews and follow up with customers when needed.
• Customer Engagement:
  • Conduct customer satisfaction audits via text and email to encourage feedback and convert positive experiences into 5-star reviews .
  • Identify patterns in feedback and flag recurring concerns to improve overall service delivery.
• Data Reporting:
  • Summarize and analyze weekly Customer Care performance metrics using Excel, including:
    • Summarizing Audit Total Achieved
    • Pass Fail %
    • Response rates
    • Outreach results
  • Distribute weekly reports to the Customer Service Leader and Director of Operations with actionable insights and recommendations.
• Team & Supervisor Support:
  • Provide direct support to the Customer Care Leader , including review performance tracking, special projects, and communication planning.
  • Serve as a resource for customer experience improvement initiatives and assist in implementing department goals.

Required Education and Experience:

• 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.

Travel Requirements:

• None

Overtime/Additional Hours Requirements:

• Overtime hours may be required based on business needs

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Are We Your Company?

Focused on Growth Erie Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. With offices across the U.S. and Canada, our diverse team spans marketing, sales, installation, and service. We are committed to employee growth through:

• Innovating, Always - Providing cutting-edge solutions for employees and customers
• Partnering with Our Customers - Building trusted relationships at the core of everything we do
• Empowering Employees - Creating opportunities for growth and success in a supportive environment
• Supporting Our Communities - Giving back to the places our customers and employees call home

What We Offer

• Industry-leading compensation package
• Competitive medical, dental, and vision benefits after 60 days
• Retirement savings plan with company match
• Paid parental leave and generous paid time off programs
• On-campus fitness programs and meal delivery services
• Comprehensive health, wellbeing, financial wellness, and childcare benefits
• Opportunities for growth and advancement

Additional Perks

• Employee assistance program with 24/7 legal, financial, and counseling support
• Employee discount marketplace with thousands of savings options
• Flexible Gym membership
• Employee resource groups, including VetConnect and the Women's Committee

Awards and Recognition

Erie Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and is Great Place to Work® Certified™ . Additional recognitions include:

• Remodeling 550 list placements
• Qualified Remodeler Top 500 rankings
• Smart Culture Awards for employee-focused culture
• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

Diversity and Equal Opportunity

Erie Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.

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