Customer Experience & Quality Coach

Job Description

Job Description

Salary: $70,000/yr

Who We Are

At Seaside Plumbing, were not just fixing plumbingwere restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

• Service should feel human, not transactional
• Quality is not optionalits the standard
• Customers should feel confident and cared for from start to finish
• And a career in the trades can be something youre proud ofnot just something you do

Weve built a company where people grow, customers trust us, and the bar is set high.

Lets Be Clear (Read This First)

This is not for everyone.

This is not a passive quality role.
This is not avoiding hard conversations.

This is a high-performance environment where:

• Standards matter
• Details matter
• Customer experience matters

You will be in the field, holding the line on quality and coaching technicians in real time.

If you struggle with direct feedback, consistency, or accountabilitythis is not the place for you.

We are where the best come to become elite.

What Youll Do

As a Customer Experience & Quality Coach at Seaside, you will:

• Visit job sites to ensure work matches scope and meets Seaside standards
• Confirm materials and installs align with what was sold
• Build trust with customers and ensure satisfaction in real time
• Coach technicians on quality, safety, and values when needed
• Document site visits with notes, photos, and video
• Identify issues early and communicate them quickly
• Lead lessons learned conversations when jobs dont meet expectations

What Success Looks Like Here

• Jobs are done right the first time
• Issues are caught earlynot after the fact
• Technicians improve because of your coaching
• Customers feel confident and cared for
• Standards are upheld consistently
• You take ownership of quality and outcomes

What Makes This Role Different

This is not just about inspection.

We invest heavily in:

• Real-time coaching and development
• Continuous improvement and accountability
• Building a culture of pride in our work

You wont just check quality here
Youll elevate it.

Compensation & Benefits

We believe great people deserve to be taken care of.

• Competitive pay
• 100% paid health, dental, and vision (for you AND your family)
• 401(k) with 4% match
• Profit sharing
• Paid time off and holidays
• NO emergency on-call
• Gym membership

Very few companies offer what we offer. We mean that.

Who This Is For

This role is a great fit if you:

• Have strong plumbing knowledge
• Take pride in high-quality work
• Are detail-oriented and consistent
• Are comfortable giving direct feedback
• Care about both people and performance

Who This Is NOT For

This is NOT a fit if you:

• Avoid difficult conversations
• Let quality issues slide
• Struggle with organization or follow-through
• Prefer low accountability environments
• Dont take ownership of outcomes

Location

Serving homeowners across the Eastern Shore of Maryland and Delaware.

Our Values

These values aren't just words on a wallthey guide our decisions, shape our culture, and set the standard for how we work together.

• Ownership Take initiative. Own the outcome. Leave it better than you found it.
• Empathy Lead with humanity, care and understanding.
• Courage Embrace discomfort. Do the hard things. Growth follows.
• Gratitude There is always something to be grateful for. Find it. Share it.
• Authenticity Be your weird self and respect that in others. You shine brighter that way.

Final Word

There are easier roles out there.

But if youre looking for:

• Impact
• Ownership
• The ability to raise the standard across a team
• And a role where quality actually matters

This might be it.

Apply Now

If youre ready to raise your standard and help others do the same, wed love to meet you.

Seaside Plumbing is an equal opportunity employer. We are committed to building a team that reflects a wide range of backgrounds, experiences, and perspectives.