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Customer Experience Manager

3 months ago

Kingston, United States John S. Parker Full time

_**Customer Experience Manager**_
- **Who We Are**_
- **John S. Parker**_

A reputable home service company that services Kingston, NY and a 25-mile radius around our office, is searching for an experienced Customer Experience Manager to work as the primary liaison between our customers and our field staff and sales professionals. Their mission is to provide the highest level of service by building tremendous value through engaging and compelling employee and customer experiences.

We keep on growing because we only hire the best, and our customers love us for it. We’ve been in the HVAC and plumbing industry for a long time. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.
- **What We Do**_

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s heating and air conditioning systems.
- **The Big Task**_

You will lead a staff of Customer Experience Reps and Dispatchers who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.
- **Key Sub Tasks **_
- Lead and train staff on the best ways to convert calls into booked service appointments.
- Manage service appointments and sales lead setting along with service and sales managers to ensure the right technicians and sales reps are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Ensure sufficient staffing to match the business demand and seasonal spikes.

Pay: From $75,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Shift:

- Day shift

Weekly day range:

- Monday to Friday
- Weekends as needed

**Experience**:

- Customer service: 3 years (preferred)

Ability to Commute:

- Kingston, NY (required)

Ability to Relocate:

- Kingston, NY: Relocate before starting work (required)

Work Location: In person