Customer Experience Manager (CSR & Dispatch Operations) at Joe Cool

Job Description

Job Description

Who We Are

Joe Cool Home Services is looking for an experienced Customer Experience Manager to lead our Customer Service Representative and Dispatcher teams while staying hands-on with day-to-day office operations.

Based out of Pinellas Park and servicing the greater Tampa Bay area, we are continuing to grow and looking for a strong leader who can build a high-performing customer experience team while helping improve the company's overall operational performance.

This is a working manager role . You will lead, coach, and develop the team while regularly stepping in to handle customer calls and dispatch responsibilities.

What We Offer

We expect our team to give their best, and we'll return the favor.

• Competitive salary of $60,000$70,000 based on experience

• Performance-based bonus opportunities

• Paid time off and paid holidays

• Paid birthday

• Medical, dental, vision, and life insurance

• 401(k) plan with company match

• Leadership development and advancement opportunities

• State-of-the-art technology, including ServiceTitan

• Opportunity to build, develop, and grow a high-performing customer experience team

• Supportive, team-oriented work environment

The Role

As the Customer Experience Manager, you will lead our CSR and Dispatcher teams while remaining actively involved in the day-to-day operation of the department.

You'll be responsible for creating an exceptional customer experience from the first phone call through job completion while driving booked call conversion, schedule efficiency, technician utilization, and overall operational excellence.

This role is ideal for a hands-on leader who enjoys coaching people, improving processes, working with KPIs, and jumping in to support the team when needed.

Responsibilities

• Lead, coach, and develop a team of 2 Customer Service Representatives and 3 Dispatchers

• Work alongside the team as a hands-on working manager, regularly handling customer calls and dispatch responsibilities

• Conduct one-on-one meetings, coaching sessions, and performance reviews

• Hire, onboard, and develop new team members as the department grows

• Review recorded calls and coach employees on customer experience, booking conversion, and call quality

• Monitor and improve dispatch efficiency and technician utilization

• Track department KPIs and implement strategies for continuous improvement

• Step into CSR or Dispatcher responsibilities during high-volume periods or staffing gaps

• Help establish clear expectations, accountability, and performance standards

• Partner with company leadership to improve processes, communication, and operational performance

• Foster a positive, accountable, and customer-first team culture

• Help grow and develop the department as the company continues to expand

What We're Looking For

• 35+ years of customer service, call center, or operations leadership experience

• Experience leading customer service and/or dispatch teams

• Proven ability to coach, mentor, and develop employees

• Home services experience strongly preferred

• ServiceTitan experience preferred

• Strong leadership and communication skills

• Strong conflict-resolution and problem-solving abilities

• Analytical mindset with the ability to use KPIs to improve team performance

• Highly organized with exceptional follow-through

• Ability to multitask and remain calm in a fast-paced environment

• Customer-first mindset with a strong focus on team performance

Why Join Us?

You'll be joining a growing company where your leadership will have a direct impact on the customer experience, team performance, and overall success of the business. Joe Cool values professionalism, teamwork, and doing right by both customers and employees.

If you're looking for more than just a management title and want to be hands-on, develop a team, and help build something , we'd love to talk with you.

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