Customer Experience Manager

At Fix-It, we're a fast-paced, growing HVAC and Plumbing company that's all about delivering top-notch service to our customers. We're big on teamwork, attention to detail, and maintaining a positive company culture where everyone can thrive. We're looking for a motivated, organized, and people-focused Customer Experience Manager to join our team and keep things running smoothly.

Job Summary:

As our Customer Experience Manager, you'll be the go-to person for managing our customer service and dispatch teams. You'll handle everything from scheduling and coordinating jobs to making sure our customers get great service. You'll also help drive performance improvements, keep things organized, and create a positive vibe in the office.

Compensation & Benefits:

• $75,000 - $85,000 annual OTE
• Health insurance (with a fully company-paid option), dental, vision, and life insurance
• 401(k) with company match
• 80 hours of PTO 48 hours of paid Sick Time
• 6 Paid Holidays 1 Floating Holiday in your birthday month

What You'll Be Doing:

• Oversee day-to-day operations like scheduling, dispatching, and coordinating our HVAC, plumbing, and electrical service teams.
• Lead the customer service team, making sure we handle customer inquiries, complaints, and service requests quickly and professionally.
• Drive call center performance—track call volume, scheduling, customer satisfaction, and make sure we're hitting our goals.
• Train, mentor, and support the Customer Service Representatives (CSRs) and dispatchers, helping them grow and do their best work.
• Work closely with dispatchers and field techs to ensure smooth communication and timely job scheduling.
• Look at performance data and customer feedback, and come up with ways to keep improving our service and operations.
• Hire, train, and develop the customer service and dispatch teams while promoting a positive, team-first atmosphere.
• Be the office's culture ambassador—helping create a fun, collaborative work environment.
• Assist with inventory management and make sure we've got the supplies we need for both field and office work.

What You'll Need:

• Prior contact center management experience
• Experience setting and hitting daily goals, especially when it comes to customer service and call centers.
• Experience training and mentoring call center reps
• Strong communication and problem-solving skills—you're great with people and know how to resolve issues.

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