Customer Experience & Reviews Specialist

Customer Experience & Reviews Specialist (Entry-Level / 100% Remote)
Quick Facts & Transparency
Position Type: Full-Time, Entry-Level
Location: 100% Remote (Work from anywhere in the US)
Salary Range: $40/hr [$75,000 - $85,000/year]
Why This Role is Special & Our Values
Founded in 1950, Johnson’s Real Ice Cream is a 4th-generation, family-owned Central Ohio staple. While we are deeply rooted in heritage, our multi-location business is rapidly expanding, and we rely heavily on community feedback to guide our next steps.
As our Remote Customer Experience & Reviews Specialist, your insights will directly impact how we protect our brand reputation, optimize our shop service standards, and expand our market reach.
Our Commitment to Diversity, Equity, & Inclusion (DEI)
We evaluate candidates based on their unique perspectives, core skills, and alignment with our mission—not just their major or background. We prioritize an inclusive, supportive environment where every team member is treated like family, even from a distance.
Thriving in a Remote Team
No Islands: You will stay deeply connected through daily virtual syncs and dedicated remote mentorship with senior team members.
Trust & Autonomy: We measure success by the quality of your insights and your impact, not by watching your screen.
Skills You Bring (Qualifications)
We practice skills-based hiring. We care about your core communication foundational skills and your eagerness to learn, not years of corporate experience. We welcome applicants from all majors.
Technical Fundamentals: Hands-on project, coursework, or customer service experience navigating online review platforms, ticket tracking logs, and Microsoft Excel or Google Sheets.
Digital Organization: Exposure to maintaining clean response templates, building feedback logs, or using customer experience tracking tools.
Communication: Ability to work autonomously and clearly explain customer sentiment trends and service updates over Slack and Zoom.
Skills You Will Learn on the Job (Professional Development)
We want this role to launch your career, so we will train and mentor you in:
Enterprise Retail Reputation: Learn how digital feedback, customer satisfaction metrics, and community relations function in a fast-moving, multi-unit business.
Modern Support Stack: Gain hands-on experience navigating real-world customer experience platforms and brand database architectures.
Cross-Functional Leadership: Build confidence presenting customer insights directly to company executives to solve live business challenges.
Core Responsibilities
Review Monitoring: Track, monitor, and organize incoming customer feedback across digital platforms like Google, Yelp, and social media.
Correspondence Support: Draft, format, and review personalized responses to guest inquiries and reviews to ensure clear, empathetic brand messaging.
Data Cleaning: Clean and prepare customer sentiment datasets and internal feedback spreadsheets by fixing missing values, formatting errors, and category tags.
Feedback Tracking: Set up performance trackers, compile necessary customer background notes, and take clear, structured logs during team syncs.
Ad-Hoc Requests: Respond quickly to specific customer service escalation and documentation requests from various teams to answer live business questions.
Document Control: Monitor digital storage systems and maintain clear, secure documentation to ensure administrative accuracy of customer solutions.
Cross-Functional Communication: Translate customer experience data and online feedback trends into plain-English summaries for retail and production team leads.
Data Integrity (20%): Auditing customer logs, satisfaction surveys, and internal records to keep our digital support systems clean, accurate, and reliable.
Collaboration (10%): Sharing customer experience findings in team syncs to help guide business decisions.
Benefits
Health & Wellness: Comprehensive medical, dental, and vision insurance.
Future Security: 401(k).
Time to Recharge: Competitive Paid Time Off (PTO) and paid holidays.
Continuous Learning