Reputation Specialist

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: TYPE OF WORK

Full Time

: SALARY

$7

: HOURS PER WEEK

40

: DATE UPDATED

Oct 1, 2026

JOB OVERVIEW

Semper Fi Heating and Cooling, a Phoenix, AZ-based Home Services Company, is looking for a Review Generation / Reputation Specialist to join our Customer Care and Reputation Management team.
This is a fast-paced, customer-focused position that plays an important role in protecting and growing Semper Fi Heating and Cooling’s reputation. Under the supervision and in partnership with the Reputation Manager, Marketing Director, and Leadership Team, the Review Generation / Reputation Specialist will proactively connect with customers after completed service and installation appointments to gather feedback, identify unresolved concerns, and help create a positive customer experience from start to finish.
The ideal candidate is personable, confident on the phone, highly organized, and comfortable having conversations with both happy and frustrated customers. Strong communication, empathy, problem-solving, and de-escalation skills are essential.
Responsibilities:

Contact customers following completed service and installation appointments to gather feedback about their experience.
Build genuine relationships with customers and identify opportunities to generate positive feedback and online reviews.
Encourage satisfied customers to share their experience on appropriate review platforms.
Monitor customer feedback and identify customers who may still have unresolved concerns.
De-escalate upset customers and serve as the first point of contact for lingering service concerns before routing them to the appropriate department or Escalation Specialist.
Book and schedule customer appointments using Google Calendar and ServiceTitan, ensuring appointments are entered accurately and assigned appropriately.
Assist customers with scheduling follow-up visits, service appointments, maintenance, warranty appointments, and other necessary next steps.
Document customer feedback, concerns, outcomes, appointments, and follow-up needs accurately in company systems.
Communicate recurring customer feedback and trends to leadership to help identify opportunities for improvement.
Help protect and strengthen Semper Fi Heating and Cooling’s online reputation across Google and other applicable platforms.
Follow up with customers when necessary to ensure their concerns have been addressed.
Maintain professionalism, empathy, and a solutions-oriented attitude during every customer interaction.
Meet department performance goals related to customer contacts, feedback collection, review generation, appointment bookings, follow-up completion, and customer satisfaction.
Ideal Candidate:

Customer service, call center, retention, sales, or reputation management experience preferred.
Excellent verbal communication and active listening skills.
Strong de-escalation and conflict-resolution abilities.
Comfortable speaking with customers who may be frustrated or dissatisfied.
Self-motivated, organized, and detail-oriented.
Able to work independently while also collaborating with multiple departments.
Comfortable working in a performance-driven environment and being held accountable to measurable goals.
Experience with ServiceTitan, Google Calendar, CRM systems, review platforms, or customer-feedback software is a plus.
Home services, HVAC, plumbing, or other service-industry experience is a plus.
This position is ideal for someone who genuinely enjoys talking with people, solving problems, and turning customer experiences into long-term relationships. The successful candidate will play a key role in helping Semper Fi Heating and Cooling become the #1 Home Services Company in Arizona by making sure our customers feel heard, valued, and taken care of.
If you apply, please include your resume and a brief voice recording introducing yourself and explaining why you would be a strong fit for this position.

SKILL REQUIREMENT

Customer Service Communication Self-motivation

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Reputation Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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