Customer Centricity Specialist

Customer Centricity Specialist

Job Overview: 

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.

Responsibilities:

Customer Support

• 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.

Reporting

• 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.

Process Improvement

• 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.

Qualifications:

• 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.


• Bilingual (English/Spanish) is a plus.

Reasons to Join Organization:

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.