Customer Experience Manager at Swoon Customer Experience Manager at Swoon in Coppell, Texas Posted in about 11 hours ago.

Type:

full-time Are you a customer experience leader who coaches on the floor, listens to call recordings as a matter of habit, and can look at a team's numbers and tell you exactly which conversations are costing you revenue? A well established home services company in Grapevine, TX is hiring a Customer Experience Manager to lead their call center and dispatch function. The mandate is not to build something new or grow headcount. It is to take the team that exists and make it excellent. The role is fully onsite in Grapevine, Texas. What your day will look like: Sit with call recordings, find the exact points where calls are being lost, and coach those failures out of the team one rep at a time Own a portion of dispatch, balancing booking volume against technician capacity so the company can hold its one hour appointment window promise Lead a team of representatives, coaching and developing them in their career path Make fast routing and service judgment calls in situations where no policy exists and two different answers can both be right Own the KPI and scorecard program, and close the loop with ownership with a point of view and a plan, not just a status update Why we love this role: The scope is honest and the wins are visible. Direct access to an owner who is personally invested in this function and will back you An established company with a real reputation and a clear service promise to its customers Systems and SOPs are already partially built, so you are continuing work rather than starting from zero What you'll need: 3+ years leading customer service, dispatch, or inside sales team A track record of moving conversion or booking numbers through direct, in person coaching Comfort in a high tempo environment with ten technicians in the field and a live queue running The ability to walk into an existing team and independently assess where it stands