Customer Experience Leader – Service & Coaching

Hire Right Recruiting; Hingham (MA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401(k) Retirement with Company Match

Paid Time Off

Referral Program

Company Truck

Fuel Card

Tools Provided

Paid Training

Job summary

Minuteman Plumbing, Heating & Cooling is hiring a Service Manager to lead and develop our customer-facing team in Boston's South Shore area. You will coach staff on KPIs tied to sales, customer experience, and retention, setting clear expectations and driving accountability across calls and jobs.

The role emphasizes coaching, performance improvement, and escalation support to ensure exceptional customer care and high-quality service delivery.

Qualifications

• Proven experience leading, training, and coaching customer-facing employees on performance metrics.
• Background in an industry focused on delivering exceptional customer experience.
• Comfortable using KPI data to drive coaching conversations and decisions.
• Strong communication and relationship-building skills.

Responsibilities

• Lead, train, and coach customer-facing staff on KPIs tied to sales, customer experience, and retention.
• Set clear performance expectations and hold the team accountable to them.
• Monitor day-to-day service quality and customer satisfaction across calls and jobs.
• Partner with leadership to identify coaching opportunities and close performance gaps.
• Build team culture around accountability, ownership, and exceptional customer care.
• Review KPI trends regularly and adjust coaching approach based on data.
• Serve as an escalation point for customer issues that need a manager’s touch.

Skills

Leadership

Coaching

Customer experience

KPIs

Communication

Staff development

Problem solving

Job description

Minuteman Plumbing, Heating & Cooling is hiring a Service Manager to lead and develop our customer-facing team in Boston's South Shore area. You will coach staff on KPIs tied to sales, customer experience, and retention, setting clear expectations and driving accountability across calls and jobs.

The role emphasizes coaching, performance improvement, and escalation support to ensure exceptional customer care and high-quality service delivery.