Director of Customer Experience
About The Position
Rottler Pest Solutions is seeking an experienced, forward-thinking Director of Customer Experience to lead and advance our customer experience strategy. This role goes beyond managing a traditional call center. The Director will lead the continued development of a modern Customer Contact Center, connecting customers to Rottler through phone, SMS, email, digital billing and invoicing, online sales, self-service, and emerging communication channels. The successful candidate will take ownership of an established operation and continue moving it forward, using people, technology, data, sales opportunities, routing and service-delivery insights, and process improvement to create a more responsive, scalable, and valuable customer experience.
Requirements
- Proven leadership experience in customer experience, contact center, operations, or a related field.
- Demonstrated ability to coach leaders and build high-performing teams.
- Experience managing performance through measurable KPIs.
- Strong understanding of CRM, digital communication, automation, and customer-facing technology.
- Experience with process improvement and cross-functional project leadership.
- Ability to effectively work with software vendors and developers to translate business needs into practical solutions.
- Strong analytical, communication, organizational, and problem-solving skills.
- High level of ownership, curiosity, accountability, and follow-through.
Nice To Haves
- Experience working with scheduling, routing, dispatch, or field-service technology is preferred.
Responsibilities
- Lead the Customer Contact Center and develop its supervisors and team members to consistently achieve performance expectations.
- Maintain strong operational performance, including: 90%+ Service Level, 95%+ Customer Satisfaction (CSAT), Strong conversion and close rates on inside sales opportunities.
- Continue developing opportunity-based selling, using customer interactions, account data, and service needs to identify additional sales and retention opportunities.
- Expand and improve customer communication through phone, SMS, email, digital billing, online sales, self-service, and other emerging channels.
- Use performance data and customer feedback to identify trends and continuously improve the customer experience.
- Partner with Operations to improve scheduling, routing, and dispatch processes, connecting customer needs with field service capacity.
- Utilize technology and data to improve response times, route efficiency, customer communication, and overall service delivery.
- Identify and close gaps between the Customer Contact Center and field operations that create delays, unnecessary work, missed opportunities, or customer frustration.
- Work with software providers and developers to shape, customize, test, and implement improvements to CRM, routing, scheduling, and customer-facing technology.
- Identify opportunities to use automation, AI, integrations, and customized workflows to improve productivity and scalability.
- Partner across Operations, Sales, Finance, Technical, Marketing, and Administration to improve processes and remove customer and employee friction.
- Provide oversight of key customer-facing systems, integrations, third-party billing platforms, and vendor relationships.
- Lead cross-functional projects involving CRM improvements, system implementations, data integrity, account and program consolidation, and other strategic initiatives.
- Establish strong documentation, system ownership, and business continuity practices to reduce single points of failure.
- Continually identify opportunities to simplify processes, improve efficiency, and add value to the business.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
