Service Customer Experience Team Manager

Comfort Systems USA•Fort Worth, TX

1d•Onsite

About The Position

The Customer Experience Team Manager leads DynaTen’s Service Department customer-facing support functions and ensures a seamless, high-quality experience for our customers. This role oversees dispatch, service billing (including accounts receivable activities), and all aspects of the Maintenance Agreement (MA) program. The Customer Experience Team Manager works closely with Service Managers and Sales to align teams, improve communication, support business growth, and ensure exceptional customer satisfaction.

Requirements

5+ years of experience in customer service operations within HVAC, mechanical services, or a related service-based environment
3+ years of leadership or supervisory experience
Strong communication, organizational, and problem-solving skills
Proven ability to work cross-functionally and lead teams effectively

Nice To Haves

Experience managing dispatch and maintenance agreement programs
Familiarity with service management/CMMS and billing systems
Experience in a union or merit shop environment
Prior experience within Comfort Systems USA companies

Responsibilities

Lead, coach, and develop the Customer Experience Team, including dispatch, service billing, and maintenance agreement administration
Establish clear expectations, workflows, and service standards across all customer-facing service support functions
Promote a culture focused on responsiveness, professionalism, accuracy, and customer satisfaction
Oversee daily dispatch and scheduling operations to ensure timely service response and effective technician utilization
Coordinate maintenance agreement scheduling to meet contractual commitments and customer expectations
Partner with Service Managers to align field resources with customer priorities
Manage all aspects of the Maintenance Agreement (MA) program, including renewals, coordination, billing, and scheduling
Collaborate with Sales and Service leadership to grow and retain maintenance agreement customers
Ensure MA data integrity, proactive customer communication, and consistent execution
Oversee service billing processes, including invoicing accuracy, timeliness, and accounts receivable follow-up
Work collaboratively with accounting and leadership to resolve billing issues, customer inquiries, and payment-related concerns
Support strong cash flow and customer satisfaction through clear communication and efficient billing processes
Work closely with Service Managers to ensure strong communication between customer experience teams and field operations
Partner with Sales to support customer retention, maintenance agreement growth, and service expansion
Act as a central communication link to ensure alignment, transparency, and teamwork across departments
Serve as an escalation point for customer experience issues and ensure prompt, professional resolution
Identify trends in customer feedback, service challenges, and operational gaps
Drive continuous improvement initiatives to enhance customer experience and internal efficiency
Track and report on key customer experience and service support metrics such as response times, MA completion rates, billing accuracy, accounts receivable trends, and customer satisfaction
Evaluate and improve customer experience, dispatch, billing, and MA workflows to support scalability and growth