Customer Experience Lead

Freedom Air and Plumbing • Federalsburg, MD

1d • $23 - $26 • Onsite

About The Position

Service Today is hiring an onsite Customer Experience Lead in Federalsburg, Maryland, to support the daily operations of its call center and develop Customer Experience Specialists in partnership with the Customer Experience Manager. The role focuses on creating a welcoming customer experience and helping the team turn customer inquiries into booked service and sales opportunities.

The Lead trains and coaches team members, monitors performance, resolves escalated customer concerns, and recommends process improvements. The role also collaborates with dispatch and branch leadership to support a smooth transition from customer booking to service delivery. The position is full-time and pays $23–$26 per hour based on experience, plus spiff opportunities. The schedule is primarily day shift, with evening and weekend availability as needed to meet business needs.

Requirements

• High school diploma or equivalent.
• At least three years of experience in a fast-paced customer service role.
• Proficiency with phone systems, call center technology, and Microsoft Office, including Excel.
• Strong customer focus and the ability to lead by example.
• Experience motivating, coaching, and developing individuals or teams.
• A results-driven approach to achieving customer service and performance goals.
• Strong problem-solving skills and sound judgment.
• Ability to manage challenging customer situations with patience and empathy.
• Excellent verbal and written communication skills.
• Strong organization and ability to manage competing priorities in a fast-paced environment.
• Initiative and willingness to identify and improve inefficient processes.
• Flexibility to work evenings and weekends as needed to support the team and business.

Nice To Haves

• At least one year of experience leading or supervising a call center or customer service team.
• Experience using ServiceTitan or a similar CRM.
• Sales, negotiation, or appointment-booking experience.
• Experience with Tableau or other business intelligence tools.
• Associate’s or bachelor’s degree in business, communications, or a related field.

Responsibilities

• Support and motivate Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach.
• Assist with onboarding and training new and experienced team members.
• Provide ongoing coaching to strengthen customer service, booking performance, and individual development.
• Help create and maintain onboarding guides, training materials, and team resources.
• Reinforce clear expectations and accountability for individual and team performance.
• Support employee engagement through recognition, contests, and team meetings.
• Serve as an escalation resource for complex or sensitive customer situations.
• Resolve customer concerns with professionalism, empathy, and timely follow-through.
• Help the team convert customer inquiries into booked service and sales opportunities.
• Monitor customer feedback and coordinate appropriate communication and resolution.
• Stay current on company services, updates, and process changes.
• Track and report lead counts, call classifications, booking outcomes, and other department performance measures.
• Review results with the Customer Experience Manager to identify coaching and training opportunities.
• Identify workflow inefficiencies and recommend practical improvements.
• Assist with implementing changes that improve accuracy, productivity, and the customer experience.
• Keep the Customer Experience Manager informed of issues, staffing concerns, and barriers to success.
• Assist with schedule development, daily coverage, workload distribution, attendance, and schedule adherence.
• Partner with dispatchers and department managers across branch locations to support a seamless handoff from booking to service delivery.
• Communicate system issues and improvement requests to IT through the appropriate channels.
• Complete projects and other responsibilities assigned by the Customer Experience Manager.

Benefits

• $23–$26 per hour based on experience.
• Spiff opportunities to earn additional compensation.
• Benefits package for eligible full-time employees.
• Opportunities to strengthen leadership skills and develop others.
• A collaborative team where employee ideas can improve the customer and employee experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED