Customer Experience Manager

Job Description

Job Description

Customer Experience Manager

Acree Plumbing Air & Electric – Call Center | Tampa, FL 33619

Full-Time | Exempt | On-site

Salary: $70,000 – $80,000 DOE + Annual Bonus Opportunity

Lead with Purpose at One of Florida’s Fastest Growing Home Service Companies

Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee. We offer same-day service from top-notch technicians that provide unparalleled customer service.

At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!

Why work for Acree Plumbing Air & Electric?

• Career advancement – our install and HVAC department managers started as techs at Acree, and now they run the show!
• Celebrate Wins! - Company-paid seasonal and annual events.

Position Summary

The Customer Experience Manager (CEM) serves as the frontline leader of our Customer Experience team and plays a critical role in shaping the first impression customers have of our organization.

This position leads, develops, and inspires a team of Customer Experience Specialists responsible for converting inbound calls, digital leads, and outbound outreach into booked service and sales opportunities.

The Customer Experience Manager creates a high-performance culture built around urgency, warmth, accountability, and exceptional customer service . This leader is responsible for ensuring every lead is handled effectively, customers receive a consistent and positive experience, and the team delivers against key performance expectations.

In addition to day-to-day team leadership, the CEM continuously evaluates processes, technology, staffing, and performance data to identify opportunities to improve customer experience, booking performance, operational efficiency, and customer retention.

What You'll DoTeam Leadership & Development

• Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
• Establish clear performance expectations and hold team members accountable for individual and department goals.
• Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
• Create and maintain onboarding, training, and development materials for the Customer Experience team.
• Identify, interview, and hire talent to support department growth and business needs.
• Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
• Support employee engagement and retention by creating an environment where team members can succeed and grow.

Customer Experience & Escalations

• Ensure customers receive a professional, welcoming, and consistent experience during every interaction.
• Serve as an escalation resource for Customer Experience Specialists, stepping in to resolve complex or sensitive customer situations.
• Identify recurring customer concerns and implement solutions that improve the overall customer journey.
• Reinforce best practices for call handling, lead conversion, customer communication, and service recovery.
• Promote a customer-first mindset while balancing the operational needs of the business.

Performance & KPI Management

• Monitor department KPIs and use performance data to drive individual and team accountability.
• Track and report lead volume, call classifications, booking activity, disposition outcomes, and other key customer experience metrics.
• Analyze performance trends to identify coaching opportunities, process gaps, and areas for improvement.
• Develop action plans to improve conversion, productivity, customer satisfaction, and overall department performance.
• Drive team results while maintaining a world-class level of service during every customer interaction.