Customer Experience Manager

Integrity Heating & Cooling; Charlotte (NC); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Company health insurance

Dental & Vision

Life insurance

Disability insurance

401(k) with match

PTO + Holidays

Professional development assistance

Job summary

Integrity Heating & Cooling, a Charlotte-based HVAC company, seeks a Customer Experience Manager to lead Customer Service, Dispatch, and Sales Lead Coordination teams. You will coach 3 CSRs, 1 Dispatcher, and 1 Sales Lead Coordinator, driving service excellence and growth.

This leadership role requires hands-on readiness for peak times and a commitment to operational excellence. You will focus on developing your team, improving operations, and delighting customers through coaching, metrics, and

Qualifications

• 1-2 years of experience in managing customer service, call center, dispatch, or service operations teams.
• Proficiency in using performance metrics to drive improvement while juggling priorities.
• Familiarity with CRM, scheduling, and reporting systems; HVAC experience preferred.

Responsibilities

• Lead, coach, and develop CSRs to achieve booking goals and deliver exceptional service.
• Oversee dispatch performance to maximize technician utilization and customer satisfaction; coach dispatch staff.
• Directly supervise the Sales Lead Coordinator and oversee assignment, scheduling and follow-up of HVAC sales opportunities.
• Monitor KPIs and conduct employee evaluations, coaching, and ongoing training; ensure accurate reporting and Service Titan usage.

Skills

Leadership

KPIs & coaching

Customer service

Team development

Tools

CRM systems

Service Titan

Scheduling software

Reporting tools

Job description

Customer Experience Manager

Integrity Heating & Cooling, Inc.

Charlotte, North Carolina | Full-Time | On-site

Pay: $50,000–$60,000 base salary, plus performance bonus

Reports to: Service Manager | Schedule: 7:00 AM–3:30 PM

Position Summary

We're looking for a results-driven Customer Experience Manager to guide our Customer Service, Dispatch, and Sales Lead Coordination teams (3 CSRs, 1 Dispatcher, 1 Sales Lead Coordinator). Don't worry - responsibilities will be taken on gradually as you learn our systems and team.

You’ll focus on developing your team, improving operations, delighting customers, and growing service and sales opportunities through coaching, metrics, and accountability. Day to day this is a leadership role, not a frontline seat, but you should be ready to step in on phones or dispatch when the team needs it.

Key Responsibilities

Customer Service & Dispatch

• Lead, coach, and develop Customer Service Representatives to deliver exceptional service and achieve booking goals
• Monitor KPIs, and conduct regular call evaluations and coaching
• Coordinate daily booking goals and staffing requirements with the Service Manager
• Oversee customer complaint resolution and ensure consistent customer service standards

Dispatch Management

• Oversee dispatch performance to maximize technician utilization, scheduling efficiency, and customer satisfaction
• Coach dispatch personnel and hold them to measurable performance expectations

Sales Lead Coordination

• Directly supervise the Sales Lead Coordinator and oversee the timely assignment, scheduling, and follow-up of HVAC sales opportunities
• Coordinate with sales management and in-home sales representatives to maximize sales opportunities

Team Leadership & Operational Performance

• Monitor departmental KPIs and hold the team accountable to goals and performance standards
• Conduct employee evaluations, coaching, and ongoing training
• Ensure consistent use of Service Titan and accurate departmental reporting
• Foster a positive, professional, and customer-focused team environment

Qualifications

• 1-2 years of experience in managing customer service, call center, dispatch, or service operations teams
• Skilled at using performance metrics to drive measurable improvement while managing competing priorities
• Proficiency with CRM, scheduling, and reporting systems
• HVAC or residential home services experience preferred
• Service Titan experience preferred

Compensation & Benefits

• $50,000–$60,000 base + performance bonus
• 100% Company covered health, dental, vision, & life insurance
• Short- & long-term disability
• 401(k) with match
• 3 weeks PTO + 6 paid holidays
• Professional development assistance

About Integrity Heating & Cooling

Integrity Heating & Cooling is a locally owned, family-run HVAC company serving Greater Charlotte for 20+ years. We're built on professionalism, exceptional service, and doing what's right for our customers. We value teamwork, accountability, and continuous improvement and are seeking a leader who shares these commitments.