Customer Experience Manager

Job Description

Job Description

Customer Experience Manager About Wagner Mechanical

Wagner Mechanical has been serving New Mexico homeowners and businesses for decades, providing trusted HVAC, plumbing, electrical, and home service solutions. We are committed to delivering exceptional customer experiences, investing in our employees, and creating opportunities for growth and development.

As we continue to grow, we are seeking a Customer Experience Manager to lead our call center operations, develop a high-performing customer service team, and ensure every customer interaction reflects the level of service and professionalism our brand is known for.

Why Join Wagner Mechanical?

• Compensation: $70,000-80,000 + Bonus opportunity
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Ongoing Training & Career Development
• Opportunity to Lead and Develop a Growing Team
• Career Advancement Opportunities Within a Growing Organization

Position Summary

The Customer Experience Manager (CEM) serves as the leader of Wagner Mechanical's Customer Experience team and is responsible for ensuring every customer interaction delivers a world-class experience.

This role leads a team of Customer Experience Specialists who manage inbound calls, digital leads, outbound outreach, and appointment booking for our HVAC, plumbing, and electrical departments. The Customer Experience Manager drives team performance, develops talent, improves processes, and ensures every lead is handled with urgency, professionalism, and care.

The ideal candidate is a strong people leader who thrives in a fast-paced environment, is passionate about customer service, and has a proven track record of improving call center performance, team engagement, and booking conversion results.

What You'll Do Leadership & Team Development

• Lead, coach, mentor, and develop a team of Customer Experience Specialists
• Create onboarding, training, and development programs to support employee growth and performance
• Foster a culture of accountability, teamwork, ownership, and customer-first service
• Conduct regular coaching sessions, performance reviews, and ongoing development conversations
• Recruit, hire, and retain top customer service talent

Customer Experience & Service Excellence

• Ensure every customer interaction reflects Wagner Mechanical's commitment to exceptional service
• Serve as an escalation point for complex or sensitive customer situations
• Drive a culture focused on customer satisfaction, responsiveness, and professionalism
• Monitor call quality and customer interactions to identify coaching and improvement opportunities

Call Center Operations & Performance

• Manage daily call center operations to ensure appropriate staffing and service levels
• Develop schedules that support seasonal fluctuations and business demands
• Monitor team productivity, booking rates, call quality, and customer experience metrics
• Drive performance through KPIs, reporting, and accountability measures
• Ensure accurate tracking of lead counts, call classifications, and disposition outcomes

Process Improvement & Cross-Functional Collaboration

• Evaluate existing processes, systems, and workflows to identify opportunities for improvement
• Implement operational enhancements that improve efficiency, customer satisfaction, and booking performance
• Partner closely with Dispatch, Operations, Sales, Service, and Department Managers to ensure a seamless customer experience
• Collaborate with Marketing to maximize lead conversion and support business growth initiatives

Reporting & Analytics

• Analyze call center performance data and customer trends
• Develop reports and insights for leadership
• Utilize KPIs and operational metrics to drive continuous improvement and support business objectives

What We're Looking For Required Qualifications

• Proven leadership experience managing customer service, call center, or contact center teams
• Strong coaching, team development, and performance management skills
• Experience utilizing telephony systems, call center technology, and Microsoft Office
• Excellent communication, interpersonal, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong customer service mindset with a focus on continuous improvement
• Flexibility to support business needs, including occasional evenings or weekends as required

Preferred Qualifications

• Bachelor's degree in Business, Communications, Management, or a related field
• 5+ years of leadership experience within a call center or customer service environment
• Experience with ServiceTitan or similar CRM/contact center platforms
• Experience in residential home services, HVAC, plumbing, electrical, or related service industries
• Background in sales strategy, call conversion, or customer retention initiatives

What Success Looks Like

• High-performing, engaged customer experience team
• Improved booking rates and lead conversion performance
• Strong customer satisfaction and service metrics
• Effective collaboration between Customer Experience, Dispatch, Operations, and Sales
• Continuous process improvements that enhance efficiency and customer outcomes
• Consistent execution of company service standards across all customer interactions

Working Conditions

• Professional office environment
• Frequent interaction with customers, field teams, and leadership
• Ability to lift up to 30 pounds occasionally
• Standard office equipment use including phone systems and computer-based applications

Schedule

• Monday – Friday, 8:00 AM – 5:00 PM
• Schedule may vary based on business needs, seasonal demand, and team support requirements

Pre-Employment Requirements

All employment offers are contingent upon successful completion of a criminal background check and any other pre-employment requirements applicable to the position. These screenings are conducted in compliance with all applicable laws and regulations.

Equal Opportunity Employer

Wagner Mechanical is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.