SERVPRO Customer Experience Manager

SERVPRO Team Wall; Elkridge (MD); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Paid time off

Professional development

Company parties

Competitive salary

Job summary

SERVPRO Team Holland in Elkridge, MD is seeking an industry experienced Restoration Customer Experience Manager (CX Manager) to hire, train, and lead the office team. You will oversee dispatch, sales leads, and coordinate with the estimating HUB to ensure accurate job files and smooth operations.

This role requires strong leadership, exceptional communication, and a hands-on approach to on-call coverage, with a compensation range of $65,000 to $75,000 per year.

Qualifications

• Minimum 3 years in management or supervisory roles.
• Excellent written and verbal communication skills.
• Willingness to participate in on-call rotation for evenings and weekends.

Responsibilities

• Hire, train, and motivate the office team to deliver customer experience.
• Oversee dispatch, leads, and coordinate with estimating HUB.
• Sell all aspects of the job and ensure customer satisfaction.
• Train call takers to promote the brand and own the customer experience.
• Manage performance and coverage for 24/7 customer support.
• Analyze franchise performance and assist with staffing and compensation.

Skills

Management experience

Customer service

Communication skills

Organization

Leadership

On-call rotation

Education

High school diploma/GED

Associate or Bachelor’s degree preferred

Job description

Benefits

• Professional development
• 401(k)
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

And more!

SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager!

As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO® office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels

Key Responsibilities

• Assist in hiring office personnel and ensure employment best practices and compliance
• Manage the training and development plans for office team
• Manages sales leads and conversions
• Direct and train all call takers to be selling the brand, saying "YES", and own the entire customer experience
• Oversee performance management for office team
• Oversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverage
• Verify and analyze franchise performance reports for the front end operation
• Assist with office staffing and compensation plan as needed

Position Requirements

• High school diploma/GED; Associate degree or Bachelor’s degree preferred
• At least 3 year of management and/or supervisory experience
• At least 3 year of customer service and/or office-related management experience or this can be substituted with industry experience
• Excellent written and verbal communication skills
• Exceptional organization and planning capabilities, strong attention to detail
• Highly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadership
• Management and participation in an on-call rotation for covering phones evenings and weekends to meet the demands of our cutomers
• "The buck stops here" in managing and handling all customers concerns both timely and professionally
• In-office at Elkridge location Mon-Fri 8-5p

Skills/Competencies

This is a role in a fast-paced office environment. Ability to successfully complete a background check subject to applicable law

Each SERVPRO® Franchise is Independently Owned and Operated.

All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated Servpro Franchise. Servpro Franchise employees are not employed by, jointly employed by, agents of or under the supervision or control of Servpro Industries, LLC or Servpro Franchisor, LLC (the Franchisor), in any manner whatsoever. All Sample Forms provided by Servpro Industries to Servpro Franchises should be reviewed and approved by the Franchise’s attorney for compliance with Federal, State and Local laws. All Sample Forms are provided for informational purposes and Servpro Franchises may choose whether or not to use them.

Compensation: $65,000.00 - $75,000.00 per year

Picture yourself here fulfilling your potential.

At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.