Customer Reviews Specialist

The Customer Reviews Specialist is responsible for responding to online customer reviews and inquiries for Crumbl locations on platforms like Google and Yelp. This role is crucial for maintaining Crumbl’s brand reputation by engaging with customers, addressing concerns, and providing insightful responses. The specialist will work under the supervision of the Manager of Customer Reviews.Duties And ResponsibilitiesRespond to online reviews on platforms such as Google and Yelp, ensuring timely and accurate customer communication utilizing Crumbl’s voiceAnswer customer questions on Google Q&A and Yelp Community, providing detailed and helpful responsesEscalate critical issues and trends to the appropriate channels to safeguard Crumbl’s reputationAssist in managing escalated reviews that require a higher level of attention and resolutionContribute to maintaining team metrics and KPIsQualificationsHigh School Diploma or equivalentExcellent verbal, written, and interpersonal communication skillsStrong problem-solving skills with the ability to address customer concerns effectivelyProficiency in navigating software, including Google Suite and SlackAbility to convey Crumbl’s brand voice and values in online interactionsPrior experience in customer service or customer engagement is a plusAbility to work effectively both independently and as part of a teamCrumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink box!Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.