Customer Experience Lead

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HVAC Mgmt/Admin Full Time Federalsburg, MD, US

Employment Type: Full-Time
Work Location: Onsite
Department: Customer Service
Reports To: Customer Experience Manager
Compensation: $23-$26/hour, based on experience, plus spiffs
Schedule: Primarily day shift, with evenings and weekends as needed to meet business needs

Are you a customer service professional who enjoys coaching others, solving problems, and helping a team achieve its goals?

Service Today is looking for a
Customer Experience Lead to join our onsite team in
Federalsburg, MD
. In this role, you’ll help create a welcoming customer experience while supporting a team that turns customer inquiries into booked service and sales opportunities.

We’re looking for an approachable, results-driven leader who brings warmth, urgency, and accountability to every interaction.

As the
Customer Experience Lead
, you’ll partner with the Customer Experience Manager to support the daily operations of our call center and develop our Customer Experience Specialists.

You’ll help train and coach team members, monitor performance, resolve escalated concerns, and improve processes. Working closely with dispatch and branch leadership, you’ll help ensure a smooth transition from the initial customer conversation to service delivery.

• Support and motivate Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach.
• Assist with onboarding and training new and experienced team members.
• Provide ongoing coaching to strengthen customer service, booking performance, and individual development.
• Help create and maintain onboarding guides, training materials, and team resources.
• Reinforce clear expectations and accountability for individual and team performance.
• Support employee engagement through recognition, contests, and team meetings.

Customer Experience & Booking Support

• Serve as an escalation resource for complex or sensitive customer situations.
• Resolve concerns with professionalism, empathy, and timely follow-through.
• Help the team convert customer inquiries into booked service and sales opportunities.
• Monitor customer feedback and coordinate appropriate communication and resolution.
• Stay current on company services, updates, and process changes.

Performance & Process Improvement

• Track and report lead counts, call classifications, booking outcomes, and other department performance measures.
• Review results with the Customer Experience Manager to identify coaching and training opportunities.
• Identify workflow inefficiencies and recommend practical improvements.
• Assist with implementing changes that improve accuracy, productivity, and the customer experience.
• Keep the Customer Experience Manager informed of issues, staffing concerns, and barriers to success.

Daily Operations & Collaboration

• Assist with schedule development, daily coverage, workload distribution, attendance, and schedule adherence.
• Partner with dispatchers and department managers across branch locations to support a seamless handoff from booking to service delivery.
• Communicate system issues and improvement requests to IT through the appropriate channels.
• Complete projects and other responsibilities assigned by the Customer Experience Manager.

• Strong customer focus and the ability to lead by example.
• Experience motivating, coaching, and developing individuals or teams.
• A results-driven approach to achieving customer service and performance goals.
• Strong problem-solving skills and sound judgment.
• Ability to manage…