Customer Service & Experience Manager

Customer Service & Experience Manager Washington Crossing, PA Job Details Full-time $65,000 - $85,000 a year 4 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Professional development assistance Retirement plan Qualifications Live chat Employee onboarding Record keeping Spanish Teamwork Operations management Automation Phone communication Procedural guides English Mid-level Improving operational efficiency Full cycle recruiting Team development Key Performance Indicators Quality assurance audits Supervising experience Policy & process development Bachelor's degree Team management Client services Quality control Performance Improvement (PI) Implementing HR recruitment processes Scripting Data entry Recruiting Organizational skills Construction CRM system proficiency Technical troubleshooting support Quality audits Appointment scheduling Phone call management AI Cross-functional collaboration Onboarding process management Escalation handling Leadership Data-driven decision making Communication skills Technical Proficiency Cross-functional communication Progress tracking (project management tasks) Full Job Description Customer Service & Experience Manager Position Overview Roofs by Tip Top is seeking a self-motivated Customer Service & Experience Manager to lead and build our customer service function from the ground up. This role will focus on process implementation, technology adoption, and developing a high-performing team as the company continues to grow. This is a hands-on, high-impact position where speed-to-lead, responsiveness, strong communication, and operational execution directly influence company performance. The ideal candidate is a high-energy communicator with a strong sense of urgency and a genuine commitment to delivering an exceptional customer experience. This individual will take ownership of the customer journey, with the opportunity to grow the role into leading a multi-member, high-performing customer service team over time. Key Responsibilities Appointment Booking & Speed-to-Lead Execution

• Respond immediately to inbound leads from phone calls, web forms, chat and email. Aiming to contact and engage every lead within 5 minutes or less.
• Convert inquires into booked appointments using persuasive communication, urgency and professional.
• Maintain laser focus on appointment volume and calendar optimization to support sale success.
• Follow all lead handling procedures and scripts to ensure consistent, high-conversion outreach.
• Support rebooking efforts for canceled or missed appointments. Customer Interaction & Support
• Engage customers with professionalism, empathy and confidence.
• Identify customer needs and guide them toward appropriate services.
• Handle inbound and outbound communication including follow-ups and reminders.
• Resolve concerns quickly while maintaining a positive customer experience.
• Represent the company's brand and service standards at every touch point. Strategy & Infrastructure
• Develop and implement customer service policies, procedures and service standards.
• Lead the recruitment, hiring and onboarding of customer service personnel as company growth demands it. Process Improvement
• Establish Standard Operating Procedures (SOPs) to ensure consistent service quality and response time across all channels (phone, email, chat, social media).
• Continuously improve communication techniques and customer engagement skills.
• Represent the company's brand and service standards at every touchpoint.
• Share customer feedback and lead insights with leadership. Quality Assurance & Performance Tracking
• Develop and implement key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), First Contact Resolution Rate (FCR).
• Analyze data to evaluate team performance and identify areas for process improvement.
• Review and audit call recordings and service entries for quality control and continuous improvement.
• Participate in regular coaching sessions and contribute ideas to enhance customer engagement processes. CRM & Software Management
• Maintain accurate customer records, notes, and job statuses .
• Schedule and assign appointments efficiently within the CRM .
• Update job progress and internal notes in real time
• Ensure all lead activity and communication is properly documented .
• Assist broader team members with CRM navigation and troubleshooting. Technology, AI Oversight & Process Optimization
• Demonstrate strong proficiency with CRM systems, communication tools, and digital workflows .
• Manage and oversee AI-assisted customer tools & responses to ensure accuracy, tone and alignment with company standards.
• Monitor AI interactions and make adjustments to improve performance and customer experience.
• Stay up to date on CRM functionality and best practices.
• Work collaboratively with leadership to refine scripts, automation, and systems for better performance. Escalation Management & Cross Functional Collaboration
• Take ownership of complex or difficult customer issues and resolve them to customer satisfaction.
• Serve as liaison between customers and other company departments (sales, operations, production). Ideal Candidate Profile
• Urgency-Driven , with a strong instinct to act immediately on every lead.
• Tech-Savvy , particularly in CRM or FSM systems like Job Nimbus & ServiceTitan.
• Persuasive Communicator , capable of engaging customers and booking appointments quickly.
• Process-Focused , ensuring accurate and consistent data entry and workflow execution.
• Customer-Centric , with the ability to balance empathy with efficiency.
• Team-Oriented , thrives in collaboration with sales, operations, and production
• Adaptable , ready to meet shifting customer demands and schedules with a positive attitude.

Qualifications 3+ years in customer service role with supervisor experience preferred Strong coaching, leadership and team building skills Experience in roofing, construction or home services industry preferred Excellent communication and organizational skills Spanish speaking helpful, but not required Work Location In-person role based in greater Philadelphia/Bucks County area Ability to reliably commute to the office required What We Offer $65K - $85K income potential Base salary + Commission and Performance Incentives Paid Time Off & Sick Days Health, Dental & Vision Benefits 401(k) Retirement Plan Leadership development and growth opportunities A performance-driven culture focused on results

Pay:

$65,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Professional development assistance Retirement plan Vision insurance

Education:

Bachelor's (Preferred)

Language:

English (Preferred) Ability to

Commute:

Washington Crossing, PA 18977 (Required)

Work Location:

In person