National Customer Experience & Reputation Manager at WindshieldHUB.com | Torre
National Customer Experience & Reputation Manager
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WindshieldHUB.com

National Customer Experience & Reputation Manager

WindshieldHUB.com
Emma
Emma
You will own nationwide customer experience, shaping brand reputation and driving measurable growth.
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Full-time

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Posted 4 months ago

Requirements and responsibilities

About WindshieldHUBWindshieldHUB is a nationwide mobile auto glass repair and replacement company, serving customers in 100+ U.S. markets and covering over 10,000 ZIP codes. Customers book online, receive instant pricing, and our certified technicians perform service at the customer’s home or office. With over 1 million customers served, we are focused on delivering a premium end-to-end experience — including how every job ends.Position OverviewWe are hiring an expert-level National Customer Experience & Reputation Manager to own, protect, and grow WindshieldHUB’s online reputation nationwide.This role is critical. You will be responsible for:Managing and responding to all customer reviews nationwideConducting post-service follow-up calls with every completed customerDelivering a strong final impression on every jobActively requesting and increasing 5-star reviewsTurning customer feedback into measurable improvementsKey ResponsibilitiesCustomer Follow-Up & ExperienceCall every completed customer to confirm satisfactionResolve concerns before they become negative reviewsDeliver professional, confident, and empathetic closing conversationsReview & Reputation ManagementRespond to all Google, Yelp, Facebook, BBB, and other platform reviewsMaintain consistent brand toneHandle negative reviews professionallyProactively request reviews during follow-up callsReview Growth StrategyIncrease review volume and average rating nationwideImplement structured review-request processesIdentify trends and report insights to leadershipReporting & AccountabilityTrack reviews by city, technician, and service typeReport weekly KPIsCollaborate with Customer Service, Dispatch, and Management teamsRequired Qualifications3+ years in customer experience or reputation managementHigh-volume review management experienceStrong phone communication skillsProven de-escalation abilityHighly organized and independentPreferred ExperienceMulti-location or nationwide businessesAutomotive or home servicesGoogle Business Profiles, Yelp familiarityCRM experienceKey Performance IndicatorsReview response timeReview volume growthAverage ratingFollow-up completion rateReduction of unresolved issuesWhat We OfferFully remote roleCompetitive salaryDirect impact on brand growthOwnership of nationwide reputation strategyWhy This Role MattersThis role ensures every WindshieldHUB customer ends their experience feeling confident, heard, and valued
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