Customer Experience Manager

Swoon; Grapevine (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Swoon in Grapevine, TX is seeking a Customer Experience Manager to lead the call center and dispatch function. The mandate is to elevate an existing team to excellence, not to hire or build anew.

You'll coach on the floor, review call recordings, own the KPI and scorecard program, and ensure the one-hour appointment window is kept even as volume and pace rise. This onsite role offers direct access to an owner who backs the function and values honest wins in a company with a clear service promise

Qualifications

• 3+ years leading customer service, dispatch, or inside sales team.
• Track record of moving conversion or booking numbers through direct coaching.
• Comfort in a high tempo environment with technicians and a live queue.
• Ability to walk into an existing team and independently assess where it stands.

Responsibilities

• Review call recordings to identify revenue leaks and coach reps to improve performance.
• Own a portion of dispatch to balance booking volume with technician capacity and uphold the one-hour window.
• Lead a team of representatives, coaching and developing them in their career path.
• Make fast routing and service judgments where policy is unclear and two answers can be right.
• Own the KPI and scorecard program, providing a plan with results, not just status.

Skills

Customer service leadership

Coaching on floor

Dispatch coordination

Data-driven decisions

Job description

Are you a customer experience leader who coaches on the floor, listens to call recordings as a matter of habit, and can look at a team's numbers and tell you exactly which conversations are costing you revenue?

A well established home services company in Grapevine, TX is hiring a Customer Experience Manager to lead their call center and dispatch function. The mandate is not to build something new or grow headcount. It is to take the team that exists and make it excellent.

The role is fully onsite in Grapevine, Texas.

What your day will look like:

• Sit with call recordings, find the exact points where calls are being lost, and coach those failures out of the team one rep at a time
• Own a portion of dispatch, balancing booking volume against technician capacity so the company can hold its one hour appointment window promise
• Lead a team of representatives, coaching and developing them in their career path
• Make fast routing and service judgment calls in situations where no policy exists and two different answers can both be right
• Own the KPI and scorecard program, and close the loop with ownership with a point of view and a plan, not just a status update

Why we love this role:

• The scope is honest and the wins are visible.
• Direct access to an owner who is personally invested in this function and will back you
• An established company with a real reputation and a clear service promise to its customers
• Systems and SOPs are already partially built, so you are continuing work rather than starting from zero

What you'll need:

• 3+ years leading customer service, dispatch, or inside sales team
• A track record of moving conversion or booking numbers through direct, in person coaching
• Comfort in a high tempo environment with ten technicians in the field and a live queue running
• The ability to walk into an existing team and independently assess where it stands