Customer Experience Lead

Description Customer Experience Specialist (CES) Lead Job Description Position Title: Customer Experience Specialist (CES) Lead Department: Customer Experience / Call Center Operations Reports To: Call Center Supervisor Direct Reports: Customer Experience Specialists (CES) Position Summary The Customer Experience Specialist (CES) Lead supports daily call center operations by providing real-time guidance, coaching, and operational support to Customer Experience Specialists.

This role serves as a frontline leader responsible for maintaining service quality, supporting KPI performance, assisting with customer escalations, and reinforcing company processes and procedures. The CES Lead plays a critical role in ensuring exceptional customer service, accurate scheduling, and revenue generation through memberships and ancillary services within HVAC and plumbing service operations.

Key Responsibilities

Team Leadership & Coaching Provide daily support, guidance, and coaching to CES team members. Monitor call quality and customer interactions to ensure adherence to company standards. Conduct call reviews and provide constructive performance feedback. Assist with onboarding and training of new CES employees. Reinforce company policies, procedures, and service standards.

Support employee engagement and team morale initiatives. Operational Support Monitor call queues and assist in managing call flow to maintain service level goals. Provide real-time assistance to CES staff during customer interactions. Support workforce adherence by monitoring schedules, attendance, and productivity. Coordinate shift coverage and assist with staffing adjustments when necessary.

Escalate operational concerns or staffing challenges to the Call Center Supervisor. Customer Experience & Escalation Management Handle Tier 1 customer escalations and support resolution efforts. Assist CES staff with difficult or complex customer service situations. Ensure escalated cases are documented accurately and resolved efficiently.

Identify recurring customer concerns and recommend process improvements. Maintain high customer satisfaction and service excellence standards. KPI Monitoring & Performance Support Monitor and support team performance metrics including: Call abandonment rate Average time to answer Service level performance Call quality assurance scores Booking conversion rates Sales and revenue performance Provide coaching and guidance to help team members meet performance goals.

Assist the Call Center Supervisor in preparing performance reports and identifying improvement opportunities. Sales & Revenue Support Support team performance in promoting memberships, maintenance agreements, and ancillary products. Coach CES staff on upselling and cross-selling opportunities during customer interactions.

Monitor sales conversion rates and provide feedback to improve results. Reinforce value-based selling techniques. Scheduling & Dispatch Coordination Support CES staff with scheduling HVAC and plumbing service appointments. Assist with technician skill matching and service routing accuracy. Ensure emergency and priority service calls are handled appropriately.

Maintain communication with dispatch and field service teams to support scheduling accuracy. Training & Communication Conduct daily team huddles and provide operational updates. Communicate new services, promotions, policies, and procedural updates to CES staff. Assist in delivering ongoing training and skill development sessions.

Reinforce company initiatives and process changes.

Qualifications

& Requirements Education & Experience High school diploma or equivalent required. 2+ years of customer service or call center experience required. Experience in HVAC, plumbing, home services, or service scheduling preferred. Previous leadership, mentoring, or training experience preferred. Knowledge & Skills Strong customer service and communication skills.

Working knowledge of HVAC and plumbing service operations preferred. Ability to coach and mentor team members effectively. Strong problem-solving and conflict resolution skills. Ability to multitask in a fast-paced environment. Basic sales and revenue generation skills. Strong organizational and time management skills.

Proficiency with CRM systems, call center software, and scheduling platforms. Working Conditions Fast-paced call center environment. Ability to work flexible schedules including evenings, weekends, or peak seasonal demand periods. Extended periods of sitting, computer, and phone usage. Success Metrics Success in this role will be measured by: Team KPI performance achievement Call quality and customer satisfaction scores Sales and membership conversion rates Escalation resolution effectiveness Employee development and engagement Operational efficiency and schedule adherence