Customer Centricity Specialist

Stronghouse • Oconomowoc, WI

4h • $55,000 - $65,000 • Onsite

About The Position

Onsite – Oconomowoc, WI
Compensation and Benefits – $55,000-$65,000 plus full suite of benefits (healthcare, dental, vision, 401K match, etc).
Stronghouse 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.

Requirements

• 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.

Nice To Haves

• Bilingual (English/Spanish) is a plus.

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.

Benefits

• High-Growth Environment: Be part of a high-growth, acquisitive company that is rapidly expanding and offers exciting opportunities to shape the future.
• Innovative Contributions: Take the lead in driving innovation and implementing new strategies that enhance your role and the company's success.
• Career Growth: Benefit from numerous internal growth opportunities as the company continues to expand, providing a clear path for career advancement.
• Ambitious Goals: Join a company with aspirations and the financial backing to achieve a $1 billion valuation in the next several years, positioning itself as the largest player in its vertical.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed