Onsite Customer Experience Lead — Coaching & Booking Growth

Service-Today-5; Federalsburg (MD); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Spiffs

Benefits package

Leadership development

Onsite in Federalsburg, MD

Job summary

Service Today seeks a Customer Experience Lead to coach and develop a frontline team, ensuring excellent customer interactions and converting inquiries into service and sales opportunities.

You will partner with the Customer Experience Manager to manage daily call-center operations, train staff, and improve processes while coordinating with dispatch and branch leaders for seamless handoffs.

Qualifications

• High school diploma or equivalent.
• At least three years of experience in a fast-paced customer service role.
• Proficiency with phone systems, call center technology, and Microsoft Office, including Excel.
• Preferred: experience leading or supervising a call center or customer service team.
• Experience using ServiceTitan or a similar CRM; Tableau or BI tools.

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 development.
• Help create onboarding guides, training materials, and team resources.
• Reinforce clear expectations and accountability for performance.
• Support employee engagement through recognition, contests, and team meetings.

Skills

Customer service leadership

Coaching

Communication

Problem solving

Time management

Education

High school diploma or equivalent

Associate or Bachelor’s degree in business/communications

Tools

Excel

OfficeSuite

ServiceTitan

CRM

Tableau

Job description

Service Today seeks a Customer Experience Lead to coach and develop a frontline team, ensuring excellent customer interactions and converting inquiries into service and sales opportunities.

You will partner with the Customer Experience Manager to manage daily call-center operations, train staff, and improve processes while coordinating with dispatch and branch leaders for seamless handoffs.