What are the responsibilities and job description for the Voice of the Customer Program Coordinator position at Ball Homes, LLC?
ONLY CANDIDATES WITH VOICE OF THE CUSTOMER PROGRAM EXPERIENCE WILL BE CONSIDERED.
Monitors customer satisfaction and generates effective tools for customer feedback. Fosters interdepartmental collaboration to improve customer experience. Regularly monitors digital and social media platforms and reviews and responds as needed. Achieves a more-satisfied customer base.
Duties/Responsibilities:
- Champions the customer experience throughout all company entities to guarantee exceptional service to all customers across all channels and platforms.
- Partners with team leadership companywide to improve customer experience and communication with customers.
- Evaluating reviews and survey data for trends and anomalies-creating accurate surveys that generate a high percentage of customer response.
- Monitoring, analyzing, and responding to customer generated content relating to all Ball Homes entities including social media, search engines, blogs and communities, and consumer forums.
- Investigates criticisms or negative comments and works to resolve the claims to improve our customers’ experiences. Responds to comments on social media and in online forums.
- Coordinating monthly reviews and performance reporting of online sentiment, reviews, and survey data.
- Analyzing online statistics and overall trends and subsets by site, rating, and keyword to identify ongoing trends and potential mitigation solutions.
- Understanding the level of an online reputation threat and acting accordingly.
- Interacts with customer base as needed. Follows through with issues to identify and correct repeated customer service concerns. Collects and analyzes customer feedback to facilitate the continuous improvement of our customer service.
- Identifies and implements improvements to drive a best-in-class customer experience.
- Generates reports and analyzes customer data to provide insight on customer behavior and trends.
- Correctly reports, makes recommendations, takes corrective action in social media campaign analytics and search engine campaign analytics.
Required Skills/Abilities
- Critical thinking skills and the ability to find creative solutions at short notice to counter threats to our reputation.
- Excellent oral and written communication skills.
- Analytical skills and the ability to determine what content has the potential to damage our reputation, and the best way to manage such content.
- Discretion and diplomacy; strong interpersonal skills.
- Proactive in thought and action.
- Strong data analytics and storytelling abilities coupled with a background in using structured and unstructured data.
- Ability to work cross-functionally.
- Excellent communication skills with the ability to present data-driven insights to company leadership and propose actionable business strategies.
- Familiarity with platforms and tools including, but not limited to: Meta Business Suite, LinkedIn, Google Business, Canva, Meltwater, Hubspot, Constant Contact, and Wordpress.
Education and Experience:
- At least three years leading Voice of the Customer programs, including survey design, deployment, and data interpretation.
- Experience with data analytics, reputation management, professional writing, social media, and crisis communications.
- Proficiency in using analytics tools such as Google Analytics for performance tracking and reporting.
- Bachelor’s degree.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- Dental insurance
- Health insurance
Work Location: In person
Salary : $55,000