Customer Experience Manager

Customer Experience Manager

Integrity Heating & Cooling, Inc. Charlotte, North Carolina | Full-Time | On-site Pay: $50,000$60,000 base salary, plus performance bonus Reports to: Service Manager | Schedule: 7:00 AM3:30 PM

Position Summary: We're looking for a results-driven Customer Experience Manager to guide our Customer Service, Dispatch, and Sales Lead Coordination teams (3 CSRs, 1 Dispatcher, 1 Sales Lead Coordinator). Don't worry - responsibilities will be taken on gradually as you learn our systems and team. You'll focus on developing your team, improving operations, delighting customers, and growing service and sales opportunities through coaching, metrics, and accountability. Day to day this is a leadership role, not a frontline seat, but you should be ready to step in on phones or dispatch when the team needs it.

Customer Service & Dispatch

• Lead, coach, and develop Customer Service Representatives to deliver exceptional service and achieve booking goals
• Monitor KPIs, and conduct regular call evaluations and coaching
• Coordinate daily booking goals and staffing requirements with the Service Manager
• Oversee customer complaint resolution and ensure consistent customer service standards

Dispatch Management

• Oversee dispatch performance to maximize technician utilization, scheduling efficiency, and customer satisfaction
• Coach dispatch personnel and hold them to measurable performance expectations

Sales Lead Coordination

• Directly supervise the Sales Lead Coordinator and oversee the timely assignment, scheduling, and follow-up of HVAC sales opportunities
• Coordinate with sales management and in-home sales representatives to maximize sales opportunities

Team Leadership & Operational Performance

• Monitor departmental KPIs and hold the team accountable to goals and performance standards
• Conduct employee evaluations, coaching, and ongoing training
• Ensure consistent use of Service Titan and accurate departmental reporting
• Foster a positive, professional, and customer-focused team environment

Qualifications

• 1-2 years of experience in managing customer service, call center, dispatch, or service operations teams
• Skilled at using performance metrics to drive measurable improvement while managing competing priorities
• Proficiency with CRM, scheduling, and reporting systems
• HVAC or residential home services experience preferred
• Service Titan experience preferred

Compensation & Benefits

• $50,000$60,000 base + performance bonus
• 100% Company covered health, dental, vision, & life insurance
• Short- & long-term disability
• 401(k) with match
• 3 weeks PTO + 6 paid holidays
• Professional development assistance

About Integrity Heating & Cooling: Integrity Heating & Cooling is a locally owned, family-run HVAC company serving Greater Charlotte for 20+ years. We're built on professionalism, exceptional service, and doing what's right for our customers. We value teamwork, accountability, and continuous improvement and are seeking a leader who shares these commitments.