Customer Service Consultant

Customer Experience Manager

Location: Dallas Design District | Dallas, TX Compensation: 45k - 55k + Performance Bonus

Are you the person who can keep multiple moving pieces organized while delivering exceptional customer service with grace and professionalism? A growing, family-oriented home services company serving the Dallas-Fort Worth area is seeking a Customer Experience Manager to be the heartbeat of its Dallas office. In this highly visible role, you'll own the customer experience from the first phone call through the final invoice, ensuring every interaction reflects the company's commitment to outstanding service. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, and genuinely cares about creating positive experiences for both customers and team members.

What You'll Do

• Answer inbound calls and convert inquiries into scheduled appointments.
• Make outbound calls to follow up on completed jobs, re-engage past customers, promote membership enrollments and renewals, and request online reviews from satisfied customers.
• Dispatch technicians and adjust schedules as priorities shift, emergencies arise, or jobs run longer than expected.
• Process customer payments and reconcile daily activity with the accounting team.
• Handle customer concerns with empathy and professionalism by listening first, solving problems, and following through.
• Partner closely with field technicians to ensure customers receive consistent communication regarding services, maintenance plans, indoor air quality products, filters, and recommended solutions.
• Support technicians with customer history, pricing information, parts coordination, and routing needs.
• Coordinate warranty work, recalls, membership renewals, and collections activities.
• Monitor customer satisfaction trends, including reviews, callbacks, and complaints, and provide regular feedback and recommendations to leadership.
• Assist with additional office responsibilities to support daily operations and team success.

What We're Looking For:

• 4-6 years of experience in a customer-facing service environment.
• Experience in HVAC, plumbing, electrical, or other home service industries is strongly preferred.
• Ability to confidently discuss products and services in a way that educates customers without feeling overly sales-focused.
• Exceptional multitasking skills and the ability to prioritize in a fast-paced environment.
• Calm, professional demeanor under pressure.
• Experience processing payments, explaining invoices, and managing difficult financial conversations when necessary.
• Strong interpersonal skills with the patience and empathy to navigate challenging customer and employee interactions.
• Comfortable learning and utilizing technology, including dispatch systems, payment platforms, Google Workspace, and Microsoft Excel.
• High energy, strong attention to detail, and a natural sense of ownership and accountability.
• A positive attitude and team-first mentality.

What We Offer

• Competitive base salary plus performance-based bonus opportunities.
• Paid time off and paid holidays.
• Career advancement opportunities with a growing organization.
• Supportive leadership and a collaborative, family-oriented culture.
• The opportunity to make a meaningful impact on both the customer experience and the success of the business.

If you enjoy wearing multiple hats, solving problems, and being the person everyone can count on to keep things running smoothly, we'd love to hear from you. Apply today to learn more about this exciting opportunity in the Dallas Design District.