Customer Service Representative

Customer Service Representative

Position Overview:

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 experiences and relationships, and turning feedback into opportunities for improvement.

Job Duties

• Full ownership of functions, monitor and track online reviews daily through Yelp, Google, Urth's website, 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.
• Redirect any customer requests to the appropriate department when deemed appropriate.
• Work with each café's location manager to ensure that any customer service issues are resolved promptly.
• Carry out all responsibilities in accordance with Urth Caffé standards of excellence.

Core Competencies:

• Highly organized, professional and customer service oriented.
• Focus and follow through
• Attention to detail and accuracy is required.
• Ability to work effectively within a team.
• Pride in quality and quantity of work produced.
• Positive, relationship-oriented attitude and communication style.
• Recognize urgency in solving problems and completing critical work.
• Ability to remain calm under pressure.
• Strong verbal and written communication skills are required.
• Ability to prioritize work and meet deadlines is required.
• 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.

Qualifications and Skills

• College Degree or equivalent education.
• At least 3 years of experience preferred.
• Intermediate skills in Microsoft Office programs such as Word and Outlook.
• Intermediate to advanced skills in Microsoft Excel.
• 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 English.
• Familiarity with Yelp and Google'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.

Environment and Schedule:

• On-site
• Schedule Monday to Friday
• Hours 7:00 am to 3:30 pm.
• Location: Urth Caffe/Corporate Office
• Job Status: Full Time

Customer Service Representative - Online Reviews & Guest Relations, answering and redirecting customer service phone calls, other tasks may apply according to business needs.

Additional Duties:

• Perform other duties as directed by management, including answering customer service phone calls, or operational tasks.

Why Join Us?

You'll be the voice of our brand in the digital space, and within the Urth Caffé community. You will help to maintain and foster a positive guest impression and enhance the overall guest experience, while building lasting relationships. Your work will directly influence our reputation and guest loyalty.

Physical Requirements:

1. The ability to lift 25/pound regularly & un-assisted
2. The ability to respond quickly to sounds
3. The ability to move safely over uneven terrain or in confined spaces
4. The ability to safely climb ladders

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by law. Urth will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. Employment will be contingent upon Urth's receipt of proof of the applicant's right to work in the United States consistent with federal law.