Customer Experience Team Lead (On-site)

Infinity Windows, LLC; Eagan, Northern (MN, KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid parental leave

401(k) matching

Profit sharing

Wellbeing account

Job summary

Infinity Replacement by Marvin is our dedicated replacement window and door business, delivering premium fiberglass products, in-home consultations, and professional installation to homeowners. As a Customer Engagement Supervisor, you will lead and coach a team of Customer Engagement Representatives, ensuring exceptional service, performance, and a positive homeowner experience.

This on-site role requires 3–5 years of leadership in a call center, data-driven management, and proficiency with

Qualifications

• 3-5 years of leadership experience in a call center or customer engagement environment.
• Experience coaching, developing, and managing both team members and leaders.
• Experience utilizing data, reporting, and KPIs to drive performance and accountability.
• Proficiency with Salesforce, Tableau, Excel, and PowerPoint.
• Excellent communication, organizational, and problem-solving skills.

Responsibilities

• Lead, coach, and develop a team of Customer Engagement Representatives to deliver an exceptional customer experience and achieve performance goals.
• Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed accurately and efficiently.
• Monitor team and departmental performance, using metrics, quality reviews, and reporting to drive continuous improvement.
• Conduct regular coaching sessions, one-on-ones, team meetings, and performance reviews to support employee growth and accountability.
• Partner with Department Leads and leadership to improve processes, enhance lead quality, and drive operational excellence.
• Manage customer escalations, support team communications, and ensure timely resolution of customer concerns.

Skills

Leadership

Coaching

KPI tracking

Data-driven

Communication

Tools

Salesforce

Tableau

Excel

PowerPoint

Job description

Infinity Replacement by Marvin is our dedicated replacement window and door business, delivering premium fiberglass products, in-home consultations, and professional installation to homeowners. As a Customer Engagement Supervisor, you will lead and coach a team of Customer Engagement Representatives, ensuring exceptional service, performance, and a positive homeowner experience.

This on-site role requires 3–5 years of leadership in a call center, data-driven management, and proficiency with