Customer Experience Lead & Frontline Coach

John C Cassidy Air Conditioning

Florida

On-site

USD 50,000 - 70,000

Full time

6 days ago

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Job summary

John C Cassidy Air Conditioning in Florida seeks a Customer Experience Specialist (CES) Lead to guide the CES team, ensure service quality, and support KPI performance. You will coach staff, manage escalations, and drive revenue through memberships and ancillary services while maintaining scheduling accuracy.

The role emphasizes frontline leadership, real-time guidance, and adherence to policies within HVAC service operations.

Qualifications

High school diploma or equivalent.
2+ years of customer service or call center experience.
Experience in HVAC, plumbing, home services, or service scheduling preferred.
Leadership, mentoring, or training experience preferred.

Responsibilities

Provide daily support, guidance, and coaching to CES team members.
Monitor call queues and assist in managing call flow to maintain service level goals.
Handle Tier 1 customer escalations and support resolution efforts.
Monitor and support team performance metrics including call abandonment rate, average speed to answer, service level, call quality, booking conversions, and revenue.
Promote memberships, maintenance agreements, and ancillary products; coach on upselling and cross-selling.
Schedule HVAC and plumbing service appointments; assist with technician skill matching and routing.
Conduct daily team huddles and communicate updates; deliver ongoing training and skill development.
Reinforce company initiatives and process changes.