Customer Experience Leader

Contractor Nation; Seymour (CT); On-site; USD 40,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Retirement plan

Life insurance

Paid holidays

Paid sick time

Incentive bonuses/rewards

Clothing allowance

Team-building activities

Culture events

Training opportunities

Job summary

Woodford Bros., Inc. seeks a Customer Care Manager to lead our center of customer experience.

You’ll oversee the Customer Care Representatives, Receptionist, Service and Production Coordinators, and Inside Sales Specialists, ensuring timely follow‑ups, accurate appointment bookings, and full service and installation schedules. You’ll coach the team through call monitoring and feedback, track KPIs, resolve escalations, and collaborate with Sales, Marketing, Production, and Service.

Qualifications

• Experience in customer service and/or call center management.
• Ability to lead, coach, and develop a team with clear expectations.
• Strong analytical skills and KPI-driven problem solving.

Responsibilities

• Lead Customer Care Representatives, Receptionist, Service and Production Coordinators, and Inside Sales Specialists.
• Coach through call monitoring, provide regular feedback, and monitor KPIs.
• Resolve customer escalations and coordinate with Sales, Marketing, Production, and Service.
• Help shape the direction of the company as a member of the leadership team.

Skills

Customer service

Call center management

Leadership

KPI tracking

Scheduling coordination

Computer proficiency

English communication

Education

High school diploma or GED

Bachelor’s degree in business administration or related field preferred

Tools

CRM software

Office suite

Job description

Woodford Bros., Inc. seeks a Customer Care Manager to lead our center of customer experience.

You’ll oversee the Customer Care Representatives, Receptionist, Service and Production Coordinators, and Inside Sales Specialists, ensuring timely follow‑ups, accurate appointment bookings, and full service and installation schedules. You’ll coach the team through call monitoring and feedback, track KPIs, resolve escalations, and collaborate with Sales, Marketing, Production, and Service.