Customer Service Representative

Job Description

Job Description

Urth Caffe is seeking a professional, detail-oriented, empathetic, and proactive Customer Service Representative to manage and respond to online guest reviews across platforms such as Yelp, Google, Urth’s Website, TripAdvisor, and social media . This role focuses on maintaining our brand’s reputation, fostering positive guest relationships, and turning feedback into opportunities for improvement.

Key Responsibilities:

• Monitor and track online reviews daily through Yelp, Google, Urth’s Page, TripAdvisor, and other relevant platforms.
• Respond promptly, professionally, and empathetically to guest reviews — both positive and negative — in alignment with brand voice and tone.
• Acknowledge guest concerns, apologize when appropriate, and offer solutions or next steps to resolve issues.
• Collaborate with management and relevant departments to address recurring feedback trends.
• Draft personalized responses that reflect genuine care and appreciation for guest input.
• Escalate urgent or sensitive feedback to leadership for immediate attention.
• Maintain a review response log to track communication and resolution outcomes.
• Provide monthly reports summarizing review trends, guest sentiment, and improvement opportunities.
• Stay updated on best practices for online reputation management and customer engagement.

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1–2 years of customer service, hospitality, or online reputation management experience.
• Exceptional written communication skills with a warm, professional tone.
• Strong problem-solving abilities and conflict resolution skills.
• Fluent in Englis.
• Familiarity with Yelp’s business tools and other review management platforms.
• Ability to multitask and work in a fast-paced environment.
• High Proficiency in Excel, Microsoft Office or Google Workspace; CRM experience a plus.

Additional Duties:

· Perform other duties as directed by management, including answering phone calls, or operational tasks.

Core Competencies:

• Empathy & Active Listening – Understand guest perspectives and respond with professionalism and care.
• Professionalism – Maintain composure and brand integrity in all communications.
• Attention to Detail – Ensure accuracy in written responses and follow-up actions.
• Adaptability – Adjust tone and approach based on the nature of the review.

Work Environment & Schedule:

• On-site
• Schedule Monday to Friday
• Hours 7:00 am to 3:30 pm.

Whether you’re looking to lead a team or grow your skills in a fast-paced, quality-driven environment, Urth Caffe offers opportunities to build a long-term career with us.

Company Description

Whether you’re looking to lead a team or grow your skills in a fast-paced, quality-driven environment, Urth Caffe offers opportunities to build a long-term career with us.