Customer Relations Specialist

The Customer Relations Specialist is responsible for supporting the administrative and operational functions of the company’s customer experience program, Better Business Bureau processes, various other forms of customer feedback and complaints, and any other consumer affairs issues. This role ensures accurate and timely responses to customer issues, documents all customer resolution issues, and partners closely with legal and our divisions to ensure we are taking care of our customers’ issues/ complaints in a timely fashion. The ideal candidate has prior experience in customer experience, customer dispute resolution, and a demonstrated ability to de-escalate customer issues.

What You'll Do:

- Oversee day-to-day administrative and operational functions of the Customer Experience Program to ensure timely and effective issue resolution.

- Manage and respond to Better Business Bureau (BBB) complaints, ensuring professional communication and prompt resolution within required timelines.

- Liaise with our customer feedback vendors (Guild Quality and BBB) to ensure smooth operations; ensure internal teams understand and abide by established processes

- Serve as the primary liaison for consumer affairs matters, coordinating with internal departments to investigate and resolve escalated customer concerns.

- Monitor customer feedback channels (reviews, surveys, complaints) to identify trends and recommend process improvements.

- Maintain accurate documentation of customer interactions, complaint resolutions, and case outcomes in internal systems.

- Track and report on key customer experience metrics, including complaint resolution time, satisfaction trends, and escalation rates.

- Ensure compliance with company policies, service standards, and regulatory guidelines related to consumer affairs.

- Support cross-functional teams (Operations, Sales, Legal, Call Center, Marketing) in resolving complex or sensitive customer situations.

- Develop and refine r...