Job Description
Job Description
Urth Caffe is seeking a professional, detail-oriented, empathetic, and proactive Customer Service Representative to manage and respond to online guest reviews across platforms such as Yelp, Google, Urth’s Website, TripAdvisor, and social media. This role focuses on maintaining our brand’s reputation, fostering positive guest relationships, and turning feedback into opportunities for improvement.
Key Responsibilities:
- Monitor and track online reviews daily through Yelp, Google, Urth’s Page, TripAdvisor, and other relevant platforms.
- Respond promptly, professionally, and empathetically to guest reviews — both positive and negative — in alignment with brand voice and tone.
- Acknowledge guest concerns, apologize when appropriate, and offer solutions or next steps to resolve issues.
- Collaborate with management and relevant departments to address recurring feedback trends.
- Draft personalized responses that reflect genuine care and appreciation for guest input.
- Escalate urgent or sensitive feedback to leadership for immediate attention.
- Maintain a review response log to track communication and resolution outcomes.
- Provide monthly reports summarizing review trends, guest sentiment, and improvement opportunities.
- Stay updated on best practices for online reputation management and customer engagement.
Qualifications:
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- 1–2 years of customer service, hospitality, or online reputation management experience.
- Exceptional written communication skills with a warm, professional tone.
- Strong problem-solving abilities and conflict resolution skills.
- Fluent in Englis.
- Familiarity with Yelp’s business tools and other review management platforms.
- Ability to multitask and work in a fast-paced environment.
- High Proficiency in Excel, Microsoft Office or Google Workspace; CRM experience a plus.
Additional Duties:
· Perform other duties as directed by management, including answering phone calls, or operational tasks.
Core Competencies:
- Empathy & Active Listening – Understand guest perspectives and respond with professionalism and care.
- Professionalism – Maintain composure and brand integrity in all communications.
- Attention to Detail – Ensure accuracy in written responses and follow-up actions.
- Adaptability – Adjust tone and approach based on the nature of the review.
Work Environment & Schedule:
- On-site
- Schedule Monday to Friday
- Hours 7:00 am to 3:30 pm.