Customer Experience Manager in Durham, North Carolina at JD SERVICE NOW LLC

The Customer Experience Manager leads, develops, and energizes the Customer Service Representative (CSR) and Dispatch teams to deliver standout customer interactions, efficient scheduling, and strong booked call and revenue performance. This is a player-coach role—meaning you don’t just lead from the sidelines. You step in, model excellence, coach in real time, and help the team win together. Success in this role requires operational leadership, smart use of data, and a passion for raising the bar on service every day.

Team Leadership & Growth

• Coach through call reviews, observation, and clear, encouraging feedback.
• Lead meaningful one-on-ones, performance conversations, and development planning.
• Build a positive, accountable, service-first culture.
• Provide ongoing weekly training and keep resources current.
• Celebrate wins and address performance gaps quickly and constructively.

Player-Coach in Action

• Support calls, dispatch coverage, and escalations as needed.
• Demonstrate strong communication, booking excellence, and genuine customer care.

Operational Excellence

• Maintain dispatch efficiency, technician productivity, and customer satisfaction.
• Track booking %, conversions, response times, and schedule performance.
• Manage staffing flow, weekend rotation, and ServiceTitan data accuracy.

Quality & Continuous Improvement

• Maintain scripts, service standards, and communication expectations.
• Review recorded calls for coaching, compliance, and improvement.
• Identify trends and partner with leadership on process enhancements.

• 3+ years in customer service, call center, or dispatch; 2+ years in leadership.
• Proven success achieving booked call, conversion, or revenue goals.
• Ability to maintain a full 3-day Call Board.
• Strong coaching presence, communication skills, and problem-solving ability.
• Comfort in a fast-paced, goal-driven environment; Microsoft Office proficiency.

Preferred: Home services experience and familiarity with ServiceTitan, PowerDialer, and Podium.

• Competitive pay
• Medical, dental, and vision insurance
• Company-paid life insurance
• Paid time off and paid holidays
• 401(k) with company match
• Professional development and ongoing training
• A positive, team-oriented culture
• Clear opportunities for career growth and advancement

Primarily office-based with regular computer and phone use. Occasional extended hours may be required.

Full 3-day Call Board, strong booking conversion, efficient scheduling, high customer satisfaction, quality call performance, and an engaged, growing team.

If you love developing people, improving systems, and turning great service into real results—this role was built for you.