Customer Experience Lead: Dispatch, CS & Sales (On-site)

Integrity Heating & Cooling

Charlotte (NC)

On-site

USD 50,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

Company health insurance

Dental & Vision

Life insurance

Disability insurance

401(k) with match

PTO + Holidays

Professional development assistance

Job summary

Integrity Heating & Cooling, a Charlotte-based HVAC company, seeks a Customer Experience Manager to lead Customer Service, Dispatch, and Sales Lead Coordination teams. You will coach 3 CSRs, 1 Dispatcher, and 1 Sales Lead Coordinator, driving service excellence and growth.

This leadership role requires hands-on readiness for peak times and a commitment to operational excellence. You will focus on developing your team, improving operations, and delighting customers through coaching, metrics, and

Qualifications

1-2 years of experience in managing customer service, call center, dispatch, or service operations teams.
Proficiency in using performance metrics to drive improvement while juggling priorities.
Familiarity with CRM, scheduling, and reporting systems; HVAC experience preferred.

Responsibilities

Lead, coach, and develop CSRs to achieve booking goals and deliver exceptional service.
Oversee dispatch performance to maximize technician utilization and customer satisfaction; coach dispatch staff.
Directly supervise the Sales Lead Coordinator and oversee assignment, scheduling and follow-up of HVAC sales opportunities.
Monitor KPIs and conduct employee evaluations, coaching, and ongoing training; ensure accurate reporting and Service Titan usage.