National Customer Experience

Vor 5 Tagen

Eisenstadt, Burgenland, Österreich WindshieldHUB Vollzeit

About WindshieldHUB
WindshieldHUB is a nationwide mobile auto glass repair and replacement company, serving customers in 100+ U.S. markets and covering over 10,000 ZIP codes. Customers book online, receive instant pricing, and our certified technicians perform service at the customer's home or office. With over 1 million customers served, we are focused on delivering a premium end-to-end experience — including how every job ends.

Position Overview
We are hiring an expert-level National Customer Experience & Reputation Manager to own, protect, and grow WindshieldHUB's online reputation nationwide.

This role is critical. You will be responsible for:

• 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

Key Responsibilities
Customer Follow-Up & Experience

• Call every completed customer to confirm satisfaction

• Resolve concerns before they become negative reviews

• Deliver professional, confident, and empathetic closing conversations
Review & Reputation Management

• 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

Review Growth Strategy

• Increase review volume and average rating nationwide

• Implement structured review-request processes

• Identify trends and report insights to leadership
Reporting & Accountability

• Track reviews by city, technician, and service type

• Report weekly KPIs

• Collaborate with Customer Service, Dispatch, and Management teams

Required Qualifications

• 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
Preferred Experience

• Multi-location or nationwide businesses

• Automotive or home services

• Google Business Profiles, Yelp familiarity

• CRM experience

Key Performance Indicators

• Review response time

• Review volume growth

• Average rating

• Follow-up completion rate

• Reduction of unresolved issues
What We Offer

• Fully remote role

• Competitive salary

• Direct impact on brand growth

• Ownership of nationwide reputation strategy

Why This Role Matters
This role ensures every WindshieldHUB customer ends their experience feeling confident, 
heard, and valued

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