Customer Experience Manager

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Full Time Sanford, FL, US

4 days ago Requisition

Master Trades Group (MTG) is a leading residential home services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast, Mid-Atlantic, and Southwest. Backed by private equity and focused on long-term growth, MTG partners with established local companies while providing the resources, technology, and leadership needed to scale operations and deliver exceptional customer experiences.

As we continue to grow, we are looking for an experienced Customer Experience Manager to lead and develop our Customer Experience team while ensuring every customer interaction reflects the high level of service our local brands are known for.

• Competitive Compensation Based on Experience
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Employee Home Service Discounts
• Professional Development Opportunities
• Opportunity to Make a Direct Impact Within a Rapidly Growing Organization

The Customer Experience Manager (CEM) serves as the frontline leader of our Customer Experience team and plays a critical role in shaping the first impression customers have of our organization.

This position leads, develops, and inspires a team of Customer Experience Specialists responsible for converting inbound calls, digital leads, and outbound outreach into booked service and sales opportunities.

The Customer Experience Manager creates a high-performance culture built around urgency, warmth, accountability, and exceptional customer service
. This leader is responsible for ensuring every lead is handled effectively, customers receive a consistent and positive experience, and the team delivers against key performance expectations.

In addition to day-to-day team leadership, the CEM continuously evaluates processes, technology, staffing, and performance data to identify opportunities to improve customer experience, booking performance, operational efficiency, and customer retention.

• Lead, manage, coach, and inspire a team of Customer Experience Specialists responsible for converting customer inquiries into booked service and sales opportunities.
• Establish clear performance expectations and hold team members accountable for individual and department goals.
• Provide ongoing coaching, feedback, and development to maximize employee performance and growth.
• Create and maintain onboarding, training, and development materials for the Customer Experience team.
• Identify, interview, and hire talent to support department growth and business needs.
• Build a culture of trust, teamwork, ownership, urgency, and exceptional customer service.
• Support employee engagement and retention by creating an environment where team members can succeed and grow.

• Ensure customers receive a professional, welcoming, and consistent experience during every interaction.
• Serve as an escalation resource for Customer Experience Specialists, stepping in to resolve complex or sensitive customer situations.
• Identify recurring customer concerns and implement solutions that improve the overall customer journey.
• Reinforce best practices for call handling, lead conversion, customer communication, and service recovery.
• Promote a customer-first mindset while balancing the operational needs of the business.

• Monitor department KPIs and use performance data to drive individual and team accountability.
• Track and report lead volume, call classifications, booking activity, disposition outcomes, and other key customer experience metrics.
• Analyze performance trends to identify coaching opportunities, process gaps, and areas for improvement.
• Develop action plans to improve conversion, productivity, customer satisfaction, and overall department performance.
• Drive team results while maintaining a world-class level of service during every customer interaction.

• Evaluate current processes, workflows, and technology to identify opportunities for greater efficiency and performance.
• Proactively recommend and implement process improvements.
• Develop and maintain best practices and standard operating procedures for Customer Experience operations.
• Create and maintain staffing schedules that support seasonality, call volume, and evolving business needs.
• Balance short-term operational needs with long-term department development and scalability.

• Partner closely with Dispatch, Service, Sales, and Department Managers to ensure a seamless transition from customer booking through service delivery.
• Maintain strong communication with branch leadership to understand changing business…