Customer Experience & Inside Sales Leader

Fence Builders Inc; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Fence Builders Inc is seeking a Customer Experience Manager to lead our customer experience and inside sales operations across the Carolinas, Tennessee, and Georgia. You will drive team performance, manage CRM processes, and ensure every customer touchpoint reflects our brand.

The role emphasizes coaching, process optimization, and close collaboration with Sales, Marketing, and Operations to improve conversion and customer satisfaction.

Qualifications

• Experience leading a customer service, call center, or inside sales team.
• Proven track record of hitting KPIs and coaching a team to do the same.
• Comfort with CRM and lead management platforms.
• Strong communication with a customer-centric focus.
• Ability to work cross-functionally and drive process improvements.

Responsibilities

• Lead CSR and Inside Sales team across the Carolinas, Tennessee, and Georgia.
• Own CSR KPIs, phone coverage, scheduling, and daily call center performance.
• Monitor call quality, missed calls, response times, and messaging.
• Backfill inbound calls and Inside Sales when needed.
• Maintain scripts, templates, procedures, and training standards.
• Own the customer journey from inquiry through handoff to Sales/Operations.
• Track lead response, booking rates, CRM activity, and revenue impact.
• Drive lead recovery and missed opportunity resolution.
• Coordinate fixes across teams for recurring experience gaps.
• Launch and manage Inside Sales efforts including outbound follow-ups.
• Track conversion, appointment generation, and lead recovery metrics.

Skills

Team leadership

Call center ops

CRM proficiency

KPI tracking

Cross-functional collab

Customer experience

Lead management

Tools

CRM platforms

Lead management tools

Job description

Fence Builders Inc is seeking a Customer Experience Manager to lead our customer experience and inside sales operations across the Carolinas, Tennessee, and Georgia. You will drive team performance, manage CRM processes, and ensure every customer touchpoint reflects our brand.

The role emphasizes coaching, process optimization, and close collaboration with Sales, Marketing, and Operations to improve conversion and customer satisfaction.