Stronghouse · 11 hours ago
Customer Centricity Specialist
Oconomowoc, WI
Full-time
Onsite
New Grad, Entry Level
$55K/yr - $65K/yrStronghouse is seeking a Customer Centricity Specialist to monitor, engage, and respond to customer reviews, feedback and issues. This role plays a key part in maintaining and enhancing Stronghouse’s reputation as a trusted provider of roofing, storm restoration, and exterior home improvement services nationwide.
Building MaterialCivil EngineeringConstruction
Responsibilities
Address customer reviews and feedback with professionalism, empathy, and urgency
Build strong relationships through proactive communication, transparency, and problem-solving
Act as a point of escalation for complex or sensitive customer concerns, coordinating cross-departmentally to achieve effective, customer-focused solutions
Monitor and engage with online reviews and ratings across platforms such as BBB, Google, Facebook, and other industry-specific sites
Establish and monitor performance metrics (KPIs) related to response time, satisfaction scores, and resolution effectiveness
Track project milestones, escalate delays, and follow up on outstanding items to ensure forward movement
Identify and analyze recurring feedback trends and provide actionable insights to agents and leadership to improve customer satisfaction
Identify opportunities for process improvements such as streamlining workflows, enhancing system integrations, and optimizing customer touchpoints for a smoother experience
Qualification
Required
Experience in reputation management, customer service, project coordination, or administrative support (construction or home services preferred)
Strong communication and relationship-building skills—both written and verbal
Ability to multitask, prioritize, and manage timelines in a fast-paced environment
Proficiency in Microsoft Office 365
Experience using or willingness to learn platforms such as Airtable, PulseM, Podium, Sprout, Hatch and AccuLynx
Strong attention to detail and a passion for customer satisfaction
Ability to respond professionally and empathetically to difficult or sensitive customer feedback
Comfortably discussing timelines, expectations, and resolving customer concerns
Preferred
Bilingual (English/Spanish) is a plus
Benefits
Healthcare
Dental
Vision
401K match
Company
Stronghouse
At Stronghouse, we’re redefining what homeowners can expect from exterior remodeling and storm restoration. Our name represents more than strength.
Founded in 2021
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
M
Mike Hilcove
SVP, Head of M&A
Recent News
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