Service Center
CSCS TXJob Summary:
Responsible for the day-to-day maintenance of the Voice of the Customer program, social channel response at Caliber and the health of Caliber’s location listings across the web. This role will be the first response to all feedback, questions and opportunities that arise across Caliber’s response platforms (local reviews, BBB, social platforms, etc). They will optimize Caliber’s location presence across all lines of business as well as competitor monitoring. This person will be a critical part of the crisis management process as the leader for Caliber’s online reputation. The ideal candidate will be analytical, looking for opportunity areas and action-oriented.
Essential Job Duties:
Executes VOC, listing and review/social management strategy with the objective of increasing Caliber SOV (boost online visibility) and positive WOM
First touch for all customer feedback, responding to listing reviews, social engagement, etc.
Manage unified inbox of customer opportunities, ensuring proper routing to operations, legal, HR, etc.
Ensure that review response rates remain high; monitor star rating improvements over time
Ensure potential customer issues (identified through customer feedback) are proactively mitigated and continuously work to enhance processes for long-term success
Troubleshoots across internal and external partners as location information issues arise and new locations need to be “opened” online
Analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation
Monitor key performance indicators (KPIs) to assess channel health, customer sentiment and engagement levels. Distribute across relevant internal teams.
Proactively engage as Caliber LOBs across all channels – including potential growth channels like Reddit, TikTok, etc.
Finger on the pulse of engaging trends, customer discussion, Caliber sentiment across all channels
Supporting B2B channel engagement for webinars and other media tactics
Foster a customer-centric culture by promoting best practices and educating teams on community management principles
Conduct competitive review/listing research to understand Caliber presence in comparison and drive improvements
Is part of the crisis management team; Identify existing threats and potential reputational risks before they can cause negative consequences.
Collaborating with internal teams, including marketing, customer support and product development, to ensure consistent messaging and support for community initiatives.
Skill/Requirements:
Bachelors in Marketing, Communications, or any other related degree
1-2+ years experience developing managing community and/or review channels like Facebook, Google, Instagram, LinkedIn, Yelp, Reddit, TikTok, etc.
Familiar with local rating and reporting programs: Chatmeter, Birdeye, Yext, etc.
Quantitative and analytical skills; should be extremely comfortable with Excel
Curiosity around user behavior; ability to hypothesize reactions and analyze results
Excellent communication and project management capabilities: this role will work across multiple brands and have many key stakeholders.
Strong self accountability and ownership as voice of the brand across many channels
Strong communication and soft skills with an empathetic mindset.
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What We Do
As one of the nation's largest auto collision repair providers, Caliber offers unlimited opportunities to drive your career forward. Surrounded by a purpose-driven, team-centric culture, you are empowered to create the roadmap for your future. With more than 1,800 centers nationwide across 41 states, Caliber features a wide range of automotive services including collision, auto glass and fleet solutions. We are known for providing an outstanding customer experience and regularly rank among the highest customer satisfaction scores in the industry. Our commitment to caring for people extends to our Caliber teammates and their careers. When you join Caliber, you're not just an employee but part of a dedicated team. You'll receive mentoring from some of the brightest minds in the industry, as well as industry-leading pay and a comprehensive day-one benefits program. At Caliber, we care about your well-being. We're proud to have been the only auto repair company on Forbes' list of "America's Best Large Employers"-an honor awarded to companies with high employee satisfaction. We're also proud to have been recognized by Inc. as a Best in Business Extra Large Company (500+ employees), receiving a gold medal for our efforts in going above and beyond to make a positive impact. Caliber is an equal-opportunity employer. We are committed to fostering an inclusive and diverse workplace
