Customer Experience Leader: Drive Booking & Service Excellence

Len-the-Plumbe; Ammendale (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 in Beltsville, MD is seeking an experienced Customer Experience Manager to lead our CX team, ensuring high-quality service and a strong first impression with every customer interaction.

You will coach a team of Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach to convert into booked service and sales opportunities, while partnering with Dispatch, Service, Sales, and Marketing to improve processes and KPI results.

Qualifications

• Proven experience leading and retaining a customer service or call center team.
• Strong customer-service mindset with ability to lead through challenges.
• Experience managing performance via KPIs, metrics, and goals.
• Experience developing employee training, onboarding, or staff development materials.
• Proficiency with telephony systems, call center technology, and Microsoft Office.

Responsibilities

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

Skills

Leadership

Customer service

KPIs & metrics

Process improvement

Training & development

Communication

Collaboration

Education

Bachelor’s degree in Business/Communications or related field

Tools

CRM platform

Microsoft Office

Job description

Len the Plumber Heating and Air in Beltsville, MD is seeking an experienced Customer Experience Manager to lead our CX team, ensuring high-quality service and a strong first impression with every customer interaction.

You will coach a team of Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach to convert into booked service and sales opportunities, while partnering with Dispatch, Service, Sales, and Marketing to improve processes and KPI results.