Customer Experience Leader: Build a High-Impact Team

Tom-Drexler-1; Beltsville (MD); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

401(k) with Company Match

Paid Time Off & Paid Holidays

Company-Paid Life Insurance

Employee Assistance Program (EAP)

Employee Home Service Discounts

Professional Development Opportunities

Job summary

Len the Plumber Heating and Air is seeking a Customer Experience Manager to lead and develop the Customer Experience team, transforming inquiries into booked service and sales opportunities while ensuring top-tier customer service. You will guide onboarding, coaching, and performance improvement initiatives across the team.

The role emphasizes building a high-performance culture with urgency, warmth, accountability, and a focus on customer satisfaction.

Qualifications

• Proven experience leading a customer service or call center team.
• Strong customer-service mindset with the ability to lead through customer and employee challenges.
• Experience managing performance through KPIs, metrics, and measurable goals.
• Demonstrated ability to identify inefficiencies and implement process improvements.
• Experience developing employee training, onboarding, or staff development materials.
• Proficiency with telephony systems and call center technology.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.

Responsibilities

• Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
• Establish clear performance expectations and hold team members accountable for individual and department goals.
• Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
• Create and maintain onboarding, training, and development materials for the Customer Experience team.
• Identify, interview, and hire talent to support department growth and business needs.
• Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
• Support employee engagement and retention by creating an environment where team members can succeed and grow.

Skills

Leadership

Coaching

KPIs

Process improvement

Training materials

Telephony systems

MS Office

Communication

Multi-priority management

Education

Bachelor's degree in Business, Communications, or related field

Tools

ServiceTitan

Job description

Len the Plumber Heating and Air is seeking a Customer Experience Manager to lead and develop the Customer Experience team, transforming inquiries into booked service and sales opportunities while ensuring top-tier customer service. You will guide onboarding, coaching, and performance improvement initiatives across the team.

The role emphasizes building a high-performance culture with urgency, warmth, accountability, and a focus on customer satisfaction.