Customer Experience Lead

John C. Cassidy Air Conditioning•Riviera Beach, FL

About The Position

The Customer Experience Specialist (CES) Lead supports daily call center operations by providing real-time guidance, coaching, and operational support to Customer Experience Specialists. As a frontline leader, the role helps maintain service quality, support KPI performance, assist with customer escalations, and reinforce company processes and procedures. The CES Lead contributes to exceptional customer service, accurate scheduling, and revenue generation through memberships and ancillary services within HVAC and plumbing operations. The role includes coaching and developing team members, monitoring call flow and performance, assisting with escalated customer issues, and supporting sales and scheduling. The CES Lead also coordinates with dispatch and field service teams, leads daily huddles, and communicates operational updates. Success is measured by team KPI achievement, call quality and customer satisfaction, sales and membership conversion, escalation resolution, employee development and engagement, operational efficiency, and schedule adherence.

Requirements

High school diploma or equivalent required.
At least 2 years of customer service or call center experience required.
Strong customer service and communication skills.
Ability to coach and mentor team members effectively.
Strong problem-solving and conflict-resolution skills.
Ability to multitask in a fast-paced environment.
Basic sales and revenue-generation skills.
Strong organizational and time-management skills.
Proficiency with CRM systems, call center software, and scheduling platforms.
Ability to work flexible schedules, including evenings, weekends, or peak seasonal demand periods.

Nice To Haves

Experience in HVAC, plumbing, home services, or service scheduling.
Previous leadership, mentoring, or training experience.
Working knowledge of HVAC and plumbing service operations.

Responsibilities

Provide daily support, guidance, and coaching to Customer Experience Specialists.
Monitor call quality and customer interactions for adherence to company standards; conduct call reviews and provide constructive feedback.
Assist with onboarding and training new employees, ongoing skill development, and employee engagement initiatives.
Reinforce company policies, procedures, service standards, initiatives, and process changes.
Monitor call queues and assist with call flow to maintain service-level goals; provide real-time support during customer interactions.
Monitor schedules, attendance, and productivity; coordinate shift coverage and staffing adjustments as needed.
Escalate operational concerns and staffing challenges to the Call Center Supervisor.
Handle Tier 1 customer escalations and support resolution of difficult or complex customer situations.
Ensure escalated cases are documented accurately and resolved efficiently; identify recurring concerns and recommend process improvements.
Monitor team metrics, including call abandonment rate, average time to answer, service-level performance, call quality scores, booking conversion rates, and sales and revenue performance.
Coach team members to meet performance goals and assist the Call Center Supervisor with performance reports and improvement opportunities.
Support promotion of memberships, maintenance agreements, and ancillary products; coach staff on upselling, cross-selling, and value-based selling.
Monitor sales conversion rates and provide feedback to improve results.
Support scheduling HVAC and plumbing service appointments, technician skill matching, and service routing accuracy.
Help ensure emergency and priority calls are handled appropriately and maintain communication with dispatch and field service teams to support scheduling accuracy.
Conduct daily team huddles and communicate new services, promotions, policies, procedural updates, and operational information.