Customer Experience Manager

Summary

In this key role, the Customer Experience Manager will be responsible for overseeing all aspects of customer interactions, from initial contact to post-service follow-up. Reporting to the Director, the incumbent will manage and develop a team of dedicated customer service representatives, dispatchers, and administrators to ensure that our clients receive exceptional service.

• 4+ years of experience in a customer experience or coordinator role
• Knowledge of plumbing/HVAC industry or parts preferred
• 2+ years in operations role preferred
• Experience in supply chain and inventory management
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Valid Driving License and clean drivers abstract

• Strong verbal and written communication skills
• Exceptional organizational skills and attention to detail
• Strong time management, problem-solving, and analytical abilities
• Ability to work collaboratively and drive productivity

• Oversee customer service operations and office administration, including CRM, dispatching, and internal and external communications.
• Develop and monitor key performance indicators (KPIs) and report on customer satisfaction metrics to enhance customer experience and loyalty.
• Develop and streamline internal systems and processes by creating and implementing standard operating procedures, managing timelines, and best practices.
• Analyze customer feedback and identify areas for improvement.
• Manage the daily operations and performance of the CSR, dispatch and office team, and provide routine reporting to the Director on metrics.
• Lead performance review processes for customer experience teams, including setting clear service goals, conducting regular feedback sessions, and evaluating individual and team performance.
• Provide coaching and development opportunities to direct reports and team members, fostering a culture of continuous improvement and exceptional customer service.
• Facilitate full-cycle recruitment, including job postings, candidate screenings, and interview coordination as needed.
• Coordinate with technicians for professional development course registrations and training, as well as grant submissions.
• Act as key point of contact for employee relations concerns.
• Provide support as needed in the CSR and Dispatch department team (minimum 1 x week).
• Facilitate and support onboarding and offboarding duties associated with employees.
• Submit Monthly, Quarterly, and Annual reporting as needed to stakeholders.
• Support Warehouse Manager including, but not limited to, tools and inventory management, truck and parts management, streamlining warehouse processes and operations, etc.
• Act as a back-up to Warehouse Manager when needed/required.