Customer Care Representative

Schedule Full time Job Type Permanent Description 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. 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. 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. 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. What We Offer 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 Employee assistance program with 24/7 legal, financial, and counseling support Employee discount marketplace with thousands of savings options Employee resource groups, including VetConnect and the Women’s Committee 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. #J-18808-Ljbffr