Customer Experience Manager
American Air & Heat, Inc
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Benefits offered by this job
Job summary
Master Trades Group is seeking a Customer Experience Manager to lead the Customer Experience team across our residential home services brands. You will drive a high-performance culture focused on urgency, warmth, accountability, and exceptional service, converting inquiries into booked service and sales opportunities.
The role requires coaching a team, managing KPIs, and partnering with Dispatch, Operations, Sales, and Marketing to improve conversion, efficiency, and customer satisfaction while
Qualifications
- Proven experience leading a call center or customer service team.
- Strong customer-service mindset with the ability to lead through challenges.
- Experience managing performance via KPIs and metrics.
- Experience developing training and onboarding materials.
- Proficiency with telephony systems and CRM platforms.
Responsibilities
- Lead and coach a team of Customer Experience Specialists to convert inquiries into bookings.
- Set performance expectations and drive accountability.
- Coach and develop team members and create training materials.
- Hire talent to support growth and staffing.
- Collaborate with Dispatch, Service, Sales, and Marketing.
Skills
Education
Tools
Job description
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
Full Time Sanford, FL, US
4 days ago Requisition ID: 1684
Master Trades Group (MTG) is a leading residential home services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast, Mid-Atlantic, and Southwest. Backed by private equity and focused on long-term growth, MTG partners with established local companies while providing the resources, technology, and leadership needed to scale operations and deliver exceptional customer experiences.
As we continue to grow, we are looking for an experienced Customer Experience Manager to lead and develop our Customer Experience team while ensuring every customer interaction reflects the high level of service our local brands are known for.
- Competitive Compensation Based on Experience
- 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
- Opportunity to Make a Direct Impact Within a Rapidly Growing Organization
The Customer Experience Manager (CEM) serves as the frontline leader of our Customer Experience team and plays a critical role in shaping the first impression customers have of our organization.
This position leads, develops, and inspires a team of Customer Experience Specialists responsible for converting inbound calls, digital leads, and outbound outreach into booked service and sales opportunities.
The Customer Experience Manager creates a high-performance culture built around urgency, warmth, accountability, and exceptional customer service. This leader is responsible for ensuring every lead is handled effectively, customers receive a consistent and positive experience, and the team delivers against key performance expectations.
In addition to day-to-day team leadership, the CEM continuously evaluates processes, technology, staffing, and performance data to identify opportunities to improve customer experience, booking performance, operational efficiency, and customer retention.
- Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
- Establish clear performance expectations and hold team members accountable for individual and department goals.
- Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
- Create and maintain onboarding, training, and development materials for the Customer Experience team.
- Identify, interview, and hire talent to support department growth and business needs.
- Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
- Support employee engagement and retention by creating an environment where team members can succeed and grow.
- Ensure customers receive a professional, welcoming, and consistent experience during every interaction.
- Serve as an escalation resource for Customer Experience Specialists, stepping in to resolve complex or sensitive customer situations.
- Identify recurring customer concerns and implement solutions that improve the overall customer journey.
- Reinforce best practices for call handling, lead conversion, customer communication, and service recovery.
- Promote a customer-first mindset while balancing the operational needs of the business.
- Monitor department KPIs and use performance data to drive individual and team accountability.
- Track and report lead volume, call classifications, booking activity, disposition outcomes, and other key customer experience metrics.
- Analyze performance trends to identify coaching opportunities, process gaps, and areas for improvement.
- Develop action plans to improve conversion, productivity, customer satisfaction, and overall department performance.
- Drive team results while maintaining a world-class level of service during every customer interaction.
- Evaluate current processes, workflows, and technology to identify opportunities for greater efficiency and performance.
- Proactively recommend and implement process improvements.
- Develop and maintain best practices and standard operating procedures for Customer Experience operations.
- Create and maintain staffing schedules that support seasonality, call volume, and evolving business needs.
- Balance short-term operational needs with long-term department development and scalability.
- Partner closely with Dispatch, Service, Sales, and Department Managers to ensure a seamless transition from customer booking through service delivery.
- Maintain strong communication with branch leadership to understand changing business needs and priorities.
- Work cross-functionally with Marketing to support lead generation, campaign performance, and shared conversion goals.
- Identify opportunities to improve communication and processes between Customer Experience and field operations.
- Support additional customer experience initiatives and projects as assigned.
- Proven experience successfully leading, coaching, and retaining a high-performing customer service or call center team.
- Strong customer-service mindset with the ability to lead through both customer and employee challenges.
- Experience managing performance through KPIs, metrics, and measurable goals.
- Demonstrated ability to identify inefficiencies and successfully implement process improvements.
- Experience developing employee training, onboarding, or staff development materials.
- Proficiency with telephony systems, call center technology, and Microsoft Office applications.
- Strong problem-solving and decision-making skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced, high-volume environment.
- Ability to work collaboratively across departments and levels of leadership.
- Schedule flexibility, including the ability to work weekends when business needs require.
- Bachelor's degree in Business, Communications, or a related field.
- 5+ years of experience leading a call center or customer service team.
- Experience within residential home services, HVAC, plumbing, electrical, field services, or another high-volume service environment.
- Experience with ServiceTitan or a similar CRM platform.
- Experience managing inbound lead conversion and booking performance.
- Sales, lead conversion, or negotiation experience.
- Experience supporting multi-location operations.
- Builds and develops a high-performing, engaged Customer Experience team.
- Improves lead conversion and booking performance while maintaining an exceptional customer experience.
- Establishes clear accountability through KPIs, coaching, and consistent performance management.
- Identifies and implements process improvements that increase efficiency and customer satisfaction.
- Creates strong partnerships between Customer Experience, Dispatch, Operations, Sales, and Marketing.
- Ensures appropriate staffing and coverage based on seasonality and business demand.
- Develops scalable processes and training practices that support continued organizational growth.
- Creates a customer experience that builds confidence in our brands from the very first interaction.
- Full-time position working in a professional office environment.
- Schedule may change based on business needs, call volume, seasonality, and team coverage.
- Weekend availability may occasionally be required.
- Ability to sit and work at a computer for extended periods.
- Ability to lift up to 30 pounds.
Compensation: Competitive and commensurate with experience.
Eligible employees receive a comprehensive benefits package including:
- 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
Employment is contingent upon successful completion of all applicable pre-employment requirements, which may include a criminal background check, drug screening, employment verification, and other screenings as permitted by applicable federal, state, and local laws.
Master Trades Group is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.
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