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Ball Homes · 1 month ago

Voice of the Customer Program Coordinator

Lexington, KY

Full-time

Onsite

Mid, Senior Level

$55K/yr - $55K/yr

3+ years exp

Ball Homes, LLC is seeking a Voice of the Customer Program Coordinator to enhance customer experience through effective feedback tools and interdepartmental collaboration. The role involves monitoring customer satisfaction, analyzing data trends, and responding to customer feedback across various platforms to ensure a high level of service.

Real Estate

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

Qualification

Voice of the CustomerData analyticsSurvey designReputation managementAnalytics tools proficiencySocial media managementCrisis communicationsData storytellingGoogle AnalyticsMeta Business SuiteCanvaHubspotWordpressCommunication skillsCritical thinkingInterpersonal skillsCross-functional collaboration

Required

ONLY CANDIDATES WITH VOICE OF THE CUSTOMER PROGRAM EXPERIENCE WILL BE CONSIDERED

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

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