Onsite Customer Experience Leader & Coach

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

Benefits offered by this job

Spiff opportunities

Benefits package for full-time

Job summary

Len The Plumber Heating & Air in Halethorpe, MD is hiring a Customer Experience Lead to join onsite operations. You will lead a team of Customer Experience Specialists, train staff, and drive bookings while maintaining exceptional service standards.

The role reports to the Customer Experience Manager and requires a hands-on, results-driven leader who can balance coaching with performance metrics. Hours are primarily day shift with occasional evenings/weekends.

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.
• Onboard and train 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.
• Support employee engagement through recognition, contests, and team meetings.
• Serve as an escalation resource for complex or sensitive customer situations.
• Resolve concerns with professionalism, empathy, and timely follow-through.
• Help the team convert customer inquiries into booked service and sales opportunities.
• Monitor customer feedback and coordinate appropriate communication and resolution.

Skills

Customer focus

Leadership

Coaching

Communication

Problem solving

Organization

Initiative

Flexibility

Education

High school diploma

Bachelor’s or Associate degree

Tools

Excel

CRM

ServiceTitan

Tableau

Call center software

Job description

Len The Plumber Heating & Air in Halethorpe, MD is hiring a Customer Experience Lead to join onsite operations. You will lead a team of Customer Experience Specialists, train staff, and drive bookings while maintaining exceptional service standards.

The role reports to the Customer Experience Manager and requires a hands-on, results-driven leader who can balance coaching with performance metrics. Hours are primarily day shift with occasional evenings/weekends.