National Customer Experience Manager
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Job Description
Managing customer experience and reputation for WindshieldHUB nationwide. Ensuring satisfaction, handling reviews, and driving growth in customer feedback ratings.
Responsibilities:
- Managing and responding to all customer reviews nationwide
- Conducting post-service follow-up calls with every completed customer
- Delivering a strong final impression on every job
- Actively requesting and increasing 5-star reviews
- Turning customer feedback into measurable improvements
- Call every completed customer to confirm satisfaction
- Resolve concerns before they become negative reviews
- Deliver professional, confident, and empathetic closing conversations
- Respond to all Google, Yelp, Facebook, BBB, and other platform reviews
- Maintain consistent brand tone
- Handle negative reviews professionally
- Proactively request reviews during follow-up calls
- Increase review volume and average rating nationwide
- Implement structured review-request processes
- Identify trends and report insights to leadership
- Track reviews by city, technician, and service type
- Report weekly KPIs
- Collaborate with Customer Service, Dispatch, and Management teams
Requirements:
- 3+ years in customer experience or reputation management
- High-volume review management experience
- Strong phone communication skills
- Proven de-escalation ability
- Highly organized and independent
- Multi-location or nationwide businesses preferred
- Automotive or home services preferred
- Google Business Profiles, Yelp familiarity preferred
- CRM experience preferred
Benefits:
- Fully remote role
- Competitive salary
- Direct impact on brand growth
- Ownership of nationwide reputation strategy
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