Customer Experience Leader - Home Services

Bob Garrett Services; Salem (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

Bob Garrett Services in Salem, VA seeks a hands-on Customer Service Manager to lead and coach a fast-paced team, ensuring exceptional customer experience from first contact through job completion.

You will oversee daily operations, monitor metrics, and coordinate with dispatch, technicians, sales, and leadership to keep calls, appointments, and follow-ups moving smoothly. Strong coaching and CRM skills are essential.

Qualifications

• High school diploma or equivalent.
• 2+ years of customer service, call center, scheduling, or home services experience.
• Previous leadership, supervisory, or management experience preferred.
• HVAC, plumbing, electrical, or other home services experience is a strong plus.

Responsibilities

• Lead, coach, and develop the customer service team to consistently deliver an exceptional customer experience.
• Oversee inbound and outbound call activity, appointment scheduling, lead follow-up, and customer communications.
• Monitor team performance and key metrics, including call volume, booking rates, conversion rates, and customer satisfaction.
• Establish clear expectations, goals, and performance standards for the customer service team.
• Provide ongoing coaching, feedback, and training to improve individual and team performance.
• Identify opportunities to improve call handling, scheduling processes, and overall customer experience.

Skills

Leadership

Communication

Coaching

Time management

Problem solving

Education

High school diploma or equivalent

Tools

CRM systems

Scheduling platforms

Office software

Job description

Bob Garrett Services in Salem, VA seeks a hands-on Customer Service Manager to lead and coach a fast-paced team, ensuring exceptional customer experience from first contact through job completion.

You will oversee daily operations, monitor metrics, and coordinate with dispatch, technicians, sales, and leadership to keep calls, appointments, and follow-ups moving smoothly. Strong coaching and CRM skills are essential.