CX Specialist

At Leaf Home, people are at the heart of everything we do, and we’ve crafted a team of the very best to ensure we make a difference. Our brands, including LeafFilter Gutter Protection, Leaf Home Water Solutions, Leaf Home Safety Solutions, and Leaf Home Enhancements, invest in our commitment to make each home safer and more livable. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-recipient of Top Workplaces. From free benefits to people-focused committees like the Women’s Committee, Diversity & Inclusion Committee, and VetConnect, we are dedicated to making Leaf Home a great place to work every day… because who doesn’t want a job they can look forward to? Come grow your career with us!

• Big company with a family-owned feel – YOU are important to us, and we’ve built a culture you’ll love.
• Recognized as a top Ohio and US workplace by The Plain Dealer, Energage, and Great Place to Work®.
• Job security – we have locations throughout the U.S. and Canada, and we’re not done growing!
• Inclusion, sustainability, and reliability are at the core of our culture
• Veterans' resources available to help transitioning service members find a new rhythm.
• Dedicated to providing resources and encouragement for employee growth

Position Summary:

The CX Specialist is a key member of the communications team, working closely with the Director of Brand Reputation to build and manage the online reputation for Leaf Home Solutions and its subsidiary brands. The CX Specialist will be tasked with managing customer feedback, responding to online reviews, working to resolve complaints, auditing third party platforms, and other activities that directly support the Brand Reputation Team.

Essential Duties and Responsibilities:

• Enhance the post purchase process and growth of reviews through multiple 3rd party platforms
• Partner with analytics team to report on customer data and identify trends and areas for improvement
• Work with Director of Brand Reputation to develop and execute strategies to increase online reviews and help improve ratings across locations
• Implement best practices to solicit online reviews from customers
• Craft online review responses and communicating directly with customers
• Act as a liaison to proactively resolve and respond to issues, both internally and across third party platforms
• Collaborate across departments and third-party platforms to drive more business
• Keep directories up-to-date with current information across all brands

Experience and Minimum Qualifications:

• Bachelor’s degree in a related field is preferred (for example: business, advertising, marketing or communications)
• Experience in customer service preferred
• Proficiency with Microsoft Office
• Able to build relationships with key internal and external stakeholders.

Preferred Knowledge, Skills, Abilities or Certifications:

• Understanding of SEO
• Experience in writing original conversion-focused content, including engaging headlines, sub-headers, and body copy.
• Highly creative, collaborative, eager to learn, and process driven.
• Excellent written and verbal communication, strong editing skills, and attention to detail.
• Ability to work both with a team and/or individually to achieve goals, meet deadlines, etc.
• Personal or business experience with review citations such as Facebook, Yelp, Google, BBB, HomeAdvisor, and Angi’s List

Travel Requirements:

• No travel required

Overtime/Additional Hours Requirements:

• Choose whether overtime/extra hours are anticipated.

Physical Requirements

• Normal Office Environment
• Indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Are We Your Company?

Focused On Growth

Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. For us, we strive to be better than the best and we want you to join in our success! With offices across the U.S. and Canada, our team is diverse and strong. From marketing to sales, installation, and service, we have the best team, right along with the best home solutions. We are committed to our employees’ growth, which we demonstrate by:

• Innovating, Always: Leaf is focused on providing cutting edge solutions, both for employees and customers
• Partnering With Our Customers: Building strong and trusted relationships is at the core of everything we do
• Empowering Employees: Our brand begins and ends with our people, and we provide opportunities for growth and success in a supportive environment
• Supporting Our Communities: Home is where the heart is, and we in turn strive to give back to the communities that our customers and employees call home

What do we offer?

• Industry-leading compensation package
• Fully paid Medical, Dental, and Vision benefits after 90 days
• 401k Savings Plan
• Paid Time Off, Comprehensive Health, Wellbeing, and Financial Wellness Programs
• Childcare benefits to support families
• Endless opportunity for growth and advancement. Just ask our current employees!

Other perks you need to know about:

• Employee assistance program – get 24/7 support in areas including legal, financial planning, and counseling.
• Employee discount marketplace – enjoy discounts on thousands of products, from cars to local attractions.
• Gym membership compensation – your insurance will help cover the cost of your gym membership!
• Groups like Vet Connect & the Women’s Committee to help you get involved and to provide resources for your success

Diversity and Inclusion Statement

Leaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).