Client Experience Manager

Description

About the Company:

Established in Raleigh, NC in 1971, Piedmont Service Group is a privately held energy efficiency and facilities services company focused exclusively on helping commercial, industrial, institutional, and government organizations operate and maintain their buildings in a safe, healthy, and efficient manner.

Our offices located across the Carolinas and Virginia allow us to serve our clients with a team of local accredited and licensed professionals. Piedmont is committed to building lasting relationships with the customers we serve and fully understanding our customers' needs to provide the best solution for each client.

Position Summary

Piedmont Service Group is seeking a highly organized, customer-focused leader to serve as our Client Experience Manager (CEM). This position is responsible for ensuring that every customer interaction with our Service Operations team reflects PSG's commitment to urgency, ownership, communication, professionalism, and follow-through.

The Client Experience Manager leads the Service Coordinator and Quote Writer team and is responsible for driving communication standards, service workflow management, planned maintenance execution, escalation management, and overall service experience consistency across multiple territories.

This role is ideal for an experienced service operations leader who thrives in a fast-paced environment, enjoys developing people, and is passionate about delivering an exceptional customer experience.

Position ResponsibilitiesCustomer Experience Leadership

* Own the daily customer experience throughout the service delivery process.

* Act as Client Success Specialist maintaining regular customer visits.

* Establish and enforce customer communication standards.

* Ensure customers receive timely updates regarding service requests, quotes, scheduling changes, technician arrival times, delays, and work completion.

* Monitor customer concerns and proactively resolve issues before they become escalated problems.

Service Coordinator Leadership

* Directly lead and develop the Service Coordinator team.

* Conduct regular coaching, training, and accountability discussions.

* Drive adherence to service processes and documentation standards.

* Develop backup coverage plans and cross-training strategies.

Workflow Management

* Monitor open service quotes and calls, aging work orders, PM completion rates, and workflow bottlenecks.

* Identify and address issues that prevent work from progressing efficiently.

* Ensure completed work moves promptly toward billing.

* Drive operational consistency across all territories.

Escalation Management

* Serve as the first leadership escalation point for customer experience concerns.

* Coordinate internal resources to resolve service-related issues quickly.

* Partner with Service Managers, Sales, and Branch Leadership when escalation support is required.

Performance Management and KPIs

* Monitor and report on key performance indicators.

* Analyze trends and identify opportunities for improvement.

* Convert KPI misses into coaching plans, process improvements, and accountability actions.

* Lead regular performance reviews with the Service Coordinator team.

Key Performance Indicators

Success in this role will be measured through:

* Customer Communication Compliance

* Open Call Aging

* Planned Maintenance Compliance

* Coordinator Productivity and Accuracy

* Escalation Rate Reduction

* Customer Satisfaction Improvements

* Documentation Quality

* Billing Readiness Performance

Requirements

Required Qualifications

* Five or more years of service operations, dispatch, customer service leadership, or service management experience.

* Experience leading and developing administrative or operational teams.

* Strong organizational and time management skills.

* Excellent verbal and written communication abilities.

* Proven ability to manage multiple priorities in a fast-paced environment.

* Strong problem-solving and decision-making skills.

* Proficiency with Microsoft Office products and service management software.

Preferred Qualifications

* Commercial HVAC, mechanical services, facility services, or construction industry experience.

* Experience managing dispatch, scheduling, service coordination, or customer support functions.

* Experience with KPI-driven operational environments.

* Leadership experience in a multi-territory service organization.

What Success Looks Like

The successful Client Experience Manager creates an environment where:

* Customers never wonder what happens next.

* Service Coordinators have clear expectations and support.

* Open work is actively managed and communicated.

* Escalations are addressed before relationships are damaged.

* Service operations execute consistently across all territories.

* Accountability and customer experience become competitive advantages.

Compensation and Benefits

Piedmont Service Group offers a competitive compensation package including:

* Competitive Base Salary

* Performance-Based Bonus Opportunity

* Medical, Dental, and Vision Insurance

* 401(k) with Company Match

* Paid Time Off

* Professional Development Opportunities

* Career Advancement Potential

*Piedmont Service Group is an Equal Opportunity Employer, including disability and protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.