Customer Experience Manager

Job Description

Job Description

Customer Experience Manager

Location: Houston, TX

Job Title: Customer Experience Manager

Base Salary: $65,000 - $75,000 depending on experience + Annual Bonus

Position Overview

We are seeking a hands-on Customer Experience Manager to lead the day-to-day performance of our customer service and dispatch operations. This individual will oversee a team of approximately five direct reports and will be responsible for ensuring customers receive an exceptional experience from their initial phone call through technician dispatch and service execution.

This is a highly visible, operational leadership role for someone who understands how a successful home services call center and dispatch operation should function. The Customer Experience Manager will be accountable for improving call booking performance, maximizing schedule capacity, supporting technician utilization, developing team members, and ensuring the right calls are placed with the right technicians at the right time.

We are looking for a leader who is comfortable working directly with the team—not simply monitoring reports. The successful candidate will listen to calls, coach employees, monitor dispatch boards, identify scheduling opportunities, resolve customer or operational issues, and step into CSR or dispatch responsibilities when necessary, during periods of high call volume or staffing gaps.

Responsibilities and Expectations

• Lead, coach, develop, and hold accountable a team of approximately five customer service and dispatch professionals.

• Oversee daily call center and dispatch operations, ensuring consistent communication and coordination between CSRs, dispatchers, technicians, and field leadership.

• Manage the daily dispatch board to maximize technician capacity, productivity, and schedule efficiency.

• Ensure service calls are prioritized and assigned appropriately based on technician skill set, location, availability, customer needs, and business opportunity.

• Monitor inbound call performance and drive improvements in booking rates, call quality, response times, and customer experience.

• Review recorded calls regularly and provide actionable coaching to improve communication, booking effectiveness, and customer engagement.

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

• Establish clear performance expectations and hold team members accountable to individual and departmental KPIs.

• Monitor call volume and staffing levels throughout the day and make adjustments to maintain appropriate coverage.

• Identify gaps or opportunities in the schedule and work proactively with the team to maximize available technician capacity.

• Partner closely with field and service leadership to communicate schedule changes, technician availability, customer concerns, and operational priorities.

• Handle escalated customer situations professionally and work toward timely, appropriate resolutions.

• Identify workflow inefficiencies and implement processes that improve communication, scheduling, productivity, and the overall customer experience.

• Ensure accurate information and documentation are maintained within the company's CRM and dispatch systems.

• Lead from the front by assisting with calls, scheduling, and dispatch responsibilities when business needs require additional support.

• Build a culture of accountability, urgency, teamwork, continuous improvement, and exceptional customer service.

Performance & KPI Ownership

The Customer Experience Manager will be responsible for monitoring performance, identifying trends, coaching the team, and implementing improvements across key operational metrics, including:

• Booked call conversion rate

• Abandoned and missed call percentage

• Average speed to answer

• Call quality and customer experience

• Schedule utilization and efficiency

• Technician utilization

• Dispatch efficiency

• Customer satisfaction

• Team productivity and attendance

• Revenue opportunities generated through effective booking and dispatch

• Departmental performance against established goals

Requirements

• Minimum of 3 years of call center, customer service, or dispatch leadership experience, preferably within residential home services.

• Previous experience directly managing and developing customer service representatives and/or dispatchers.

• Strong understanding of dispatch operations, scheduling, capacity management, and field-service coordination.

• Demonstrated ability to improve team performance through coaching, accountability, and KPI management.

• Strong analytical skills with the ability to identify trends and translate performance data into actionable improvements.

• Comfortable working in a fast-paced environment where priorities and schedules can change throughout the day.

• Strong problem-solving and decision-making skills, particularly when balancing customer needs with operational capacity.

• Excellent written and verbal communication skills.

• Ability to handle escalated customer situations professionally and effectively.

• Experience within HVAC, plumbing, electrical, or another residential home services environment strongly preferred.

• ServiceTitan experience preferred.

What Can We Do for You?

• Competitive Pay: $65,000 - $75,000 base salary depending on experience.

• Annual Bonus: Potential based on bonus achievement will be tied to established individual and departmental performance objectives, which may include call center performance, booking conversion, dispatch and schedule efficiency, technician utilization, customer experience, and overall operational results.

• Health Coverage: Medical (Three plans, including HSA option, and Telemedicine/Virtual Care), Dental, and Vision.

• Other Benefits: Life, Disability, and Voluntary Benefits.

• 401(k): Eligible to contribute and receive company matching contributions after 6 months of service (pre-tax and Roth options available).

The compensation for this position is expected to range between $65,000 - $75,000 base salary. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, the expected quality and quantity of work, and internal pay alignment, as needed.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.