Onsite Customer Experience Lead: Coaching & Booking Growth

Len The Plumber; Arbutus (MD); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Spiff opportunities

Benefits package for eligible full‑t​i

Onsite office in Halethorpe, MD

Job summary

Len The Plumber Heating & Air in Halethorpe, MD is seeking a Customer Experience Lead to join our onsite team. You’ll help deliver a welcoming customer experience while guiding a team that turns inquiries into booked service and sales opportunities.

We’re looking for a results-driven leader who brings warmth, urgency, and accountability to every interaction, coaching others and developing the Customer Experience Specialists under the guidance of the Customer Experience Manager.

Qualifications

• High school diploma or equivalent is required.
• Three years of experience in a fast-paced customer service role is required.
• Proficiency with phone systems, call center technology, and Microsoft Office, including Excel.

Responsibilities

• Support and motivate Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach.
• Assist with onboarding and training new and experienced team members.
• Provide ongoing coaching to strengthen customer service, booking performance, and individual development.
• Help create and maintain onboarding guides, training materials, and team resources.
• Reinforce clear expectations and accountability for individual and team performance.

Skills

Leadership

Coaching

Customer focus

Problem solving

Communication

Organization

Flexibility

Education

Associate’s or bachelor’s degree in business, communications, or a related field

High school diploma or equivalent

Tools

Microsoft Office Excel

Call center technology

ServiceTitan CRM

CRM systems

Tableau or BI tools

Job description

Len The Plumber Heating & Air in Halethorpe, MD is seeking a Customer Experience Lead to join our onsite team. You’ll help deliver a welcoming customer experience while guiding a team that turns inquiries into booked service and sales opportunities.

We’re looking for a results-driven leader who brings warmth, urgency, and accountability to every interaction, coaching others and developing the Customer Experience Specialists under the guidance of the Customer Experience Manager.