Customer Experience Manager

Job Description

Job Description

Customer Experience Manager

Compensation: $70,000-80,000 annual plus bonus eligibility
Work Type: Full-Time | Onsite

Location: Horsham, PA

About Len the Plumber Heating and Air

When you join Len the Plumber Heating & Air, you’re not just starting a job—you’re becoming part of a family. We value teamwork, respect, and integrity in everything we do. Our technicians, customer service staff, and support teams work side by side to deliver the kind of service we’d want for our own families. We celebrate wins together, invest in each other’s growth, and create an environment where you can do your best work and feel proud of the difference you make every day.

As we continue to grow, we are looking for an experienced Customer Experience Manager to lead and develop our Customer Experience team while ensuring every customer interaction reflects the high level of service our local brands are known for.

Why Join Our Team?

• Competitive Compensation Based on Experience
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Employee Home Service Discounts
• Professional Development Opportunities
• Opportunity to Make a Direct Impact Within a Rapidly Growing Organization

Position Summary

The Customer Experience Manager (CEM) serves as the frontline leader of our Customer Experience team and plays a critical role in shaping the first impression customers have of our organization.

This position leads, develops, and inspires a team of Customer Experience Specialists responsible for converting inbound calls, digital leads, and outbound outreach into booked service and sales opportunities.

The Customer Experience Manager creates a high-performance culture built around urgency, warmth, accountability, and exceptional customer service . This leader is responsible for ensuring every lead is handled effectively, customers receive a consistent and positive experience, and the team delivers against key performance expectations.

In addition to day-to-day team leadership, the CEM continuously evaluates processes, technology, staffing, and performance data to identify opportunities to improve customer experience, booking performance, operational efficiency, and customer retention.

What You'll DoTeam Leadership & Development

• Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
• Establish clear performance expectations and hold team members accountable for individual and department goals.
• Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
• Create and maintain onboarding, training, and development materials for the Customer Experience team.
• Identify, interview, and hire talent to support department growth and business needs.
• Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
• Support employee engagement and retention by creating an environment where team members can succeed and grow.

Customer Experience & Escalations

• Ensure customers receive a professional, welcoming, and consistent experience during every interaction.
• Serve as an escalation resource for Customer Experience Specialists, stepping in to resolve complex or sensitive customer situations.
• Identify recurring customer concerns and implement solutions that improve the overall customer journey.
• Reinforce best practices for call handling, lead conversion, customer communication, and service recovery.
• Promote a customer-first mindset while balancing the operational needs of the business.

Performance & KPI Management

• Monitor department KPIs and use performance data to drive individual and team accountability.
• Track and report lead volume, call classifications, booking activity, disposition outcomes, and other key customer experience metrics.
• Analyze performance trends to identify coaching opportunities, process gaps, and areas for improvement.
• Develop action plans to improve conversion, productivity, customer satisfaction, and overall department performance.
• Drive team results while maintaining a world-class level of service during every customer interaction.

Operational Excellence

• Evaluate current processes, workflows, and technology to identify opportunities for greater efficiency and performance.
• Proactively recommend and implement process improvements.
• Develop and maintain best practices and standard operating procedures for Customer Experience operations.
• Create and maintain staffing schedules that support seasonality, call volume, and evolving business needs.
• Ensure appropriate coverage during peak demand periods.
• Balance short-term operational needs with long-term department development and scalability.

Cross-Functional Partnership

• Partner closely with Dispatch, Service, Sales, and Department Managers to ensure a seamless transition from customer booking through service delivery.
• Maintain strong communication with branch leadership to understand changing business needs and priorities.
• Work cross-functionally with Marketing to support lead generation, campaign performance, and shared conversion goals.
• Identify opportunities to improve communication and processes between Customer Experience and field operations.
• Support additional customer experience initiatives and projects as assigned.

What We're Looking ForRequired Qualifications

• Proven experience successfully leading, coaching, and retaining a high-performing customer service or call center team.
• Strong customer-service mindset with the ability to lead through both customer and employee challenges.
• Experience managing performance through KPIs, metrics, and measurable goals.
• Demonstrated ability to identify inefficiencies and successfully implement process improvements.
• Experience developing employee training, onboarding, or staff development materials.
• Proficiency with telephony systems, call center technology, and Microsoft Office applications.
• Strong problem-solving and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Ability to work collaboratively across departments and levels of leadership.
• Schedule flexibility, including the ability to work weekends when business needs require.

Preferred Qualifications

• Bachelor's degree in Business, Communications, or a related field.
• 5+ years of experience leading a call center or customer service team.
• Experience within residential home services, HVAC, plumbing, electrical, field services, or another high-volume service environment.
• Experience with ServiceTitan or a similar CRM platform.
• Experience managing inbound lead conversion and booking performance.
• Sales, lead conversion, or negotiation experience.
• Experience supporting multi-location operations.

What Success Looks Like

• Builds and develops a high-performing, engaged Customer Experience team.
• Improves lead conversion and booking performance while maintaining an exceptional customer experience.
• Establishes clear accountability through KPIs, coaching, and consistent performance management.
• Identifies and implements process improvements that increase efficiency and customer satisfaction.
• Creates strong partnerships between Customer Experience, Dispatch, Operations, Sales, and Marketing.
• Ensures appropriate staffing and coverage based on seasonality and business demand.
• Develops scalable processes and training practices that support continued organizational growth.
• Creates a customer experience that builds confidence in our brands from the very first interaction.

Working Conditions

• Full-time position working in a professional office environment.
• Standard schedule is Monday–Friday, 8:00 AM–5:00 PM.
• Schedule may change based on business needs, call volume, seasonality, and team coverage.
• Weekend availability may occasionally be required.
• Ability to sit and work at a computer for extended periods.
• Ability to lift up to 30 pounds.

Compensation & Benefits

Compensation: Competitive and commensurate with experience.

Eligible employees receive a comprehensive benefits package including:

• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Employee Home Service Discounts
• Professional Development Opportunities

Pre-Employment Requirements

Employment is contingent upon successful completion of all applicable pre-employment requirements, which may include a criminal background check, drug screening, employment verification, and other screenings as permitted by applicable federal, state, and local laws.

Equal Opportunity Employer

Master Trades Group is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other st