Onsite Customer Experience Lead — Coaching & Service Growth

Tom-Drexler-1; Federalsburg (MD); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Spiff opportunities

Benefits package

Onsite position in Federalsburg, MD

Job summary

Service Today is seeking a Customer Experience Lead for our onsite team in Federalsburg, MD. You will coach and develop a team of Customer Experience Specialists, drive performance, and ensure a smooth handoff from booking to service delivery.

The role emphasizes leadership, accountability, and a warm, customer-focused approach to improve service and sales opportunities while maintaining daily call center operations.

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.

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

Skills

Customer focus

Leadership

Coaching

Results-driven

Problem solving

Communication

Organization

Initiative

Flexibility

Education

High school diploma or equivalent

Bachelor’s/Associate degree preferred

Tools

Excel

Microsoft Office

Job description

Service Today is seeking a Customer Experience Lead for our onsite team in Federalsburg, MD. You will coach and develop a team of Customer Experience Specialists, drive performance, and ensure a smooth handoff from booking to service delivery.

The role emphasizes leadership, accountability, and a warm, customer-focused approach to improve service and sales opportunities while maintaining daily call center operations.