Job Description

About Blanton\xe2\x80\x99s Air, Plumbing, and Electrical: Founded on hard work and a dream in 1951, Blanton\xe2\x80\x99s remains the most reputable residential and commercial HVAC, plumbing, and electrical company in Fayetteville, NC. Times have changed significantly through the years\xe2\x80\x94but our commitment to our customers hasn\xe2\x80\x99t\xe2\x80\xa6and it never will. In an industry where trustworthy service isn\xe2\x80\x99t guaranteed, Blanton\xe2\x80\x99s marches to the beat of its own drum. Our residential and commercial services are designed to give customers not only the right solutions, but the right experiences, too. From energy efficient upgrades to new installations and retrofits, we use best practices and products for all of our reputable services. And when you need us most, we offer 24/7 emergency services to all of our customers. Qualifications: The Ideal Customer Experience Manager is a resourceful leader, who knows how to proactively plan and problem solve. They have good communication skills and the ability to listen, speak clearly, and communicate effectively with customers, employees, and peers. They must be able to work collaboratively with other departments and teams to ensure a seamless customer experience. This individual must have strong leadership skills to motivate and guide their team to meet performance goals, and when those goals are off, they will utilize their problem-solving skills by identifying problems, developing solutions, and implement them in a timely manner. Our customer experience manager is detail-oriented and ensures that all customer interactions are handled with care, they must be able to analyze customer feedback, data, and trends to identify areas of improvement. When faced with challenges they must be able to prioritize and manage their time efficiently to meet deadlines and ensure that their team meets their performance goals. Our ideal customer experience manager must have strong customer service skills to ensure that the customers\' needs are met, and that the company\'s reputation is maintained. They must have the ability to understand and relate to their team\'s challenges and needs, as well as their customers\' concerns, and have a high degree of emotional intelligence to manage their team effectively, resolve conflicts, and maintain a positive work environment. They must be flexible and adaptable to changes in the industry, company policies, and customer expectations. Our ideal candidate will live by all our core values and understand that always growing is a commitment to continuous learning and development to stay up to date with industry trends and best practices. Our customer experience manager will be a coach and a trainer and provide their team with the necessary training and development opportunities to improve their skills and increase their performance. They will drive their team with their positivity and willingness to remain positive throughout difficult conversations and situations. Due to our fast-paced environment they should be persistent and resilient in the face of emerging talent and market. Responsibilities: The responsibilities and duties for the Customer Experience Manager include, but are not limited to, the following items:

• Manages overall performance of the customer experience department and employees consisting of 2 Team Leads and 10+ CER\'s.
• Collaborates with internal departments to develop, implement, and sustain processes and procedures that will lead to the success of the growing support team and customer satisfaction.
• Identifies and resolves operational issues using expertise, and judgment.
• Develops plans to meet short-term and longer-term objectives in coordination with the Vice President of Sales.
• Collect and analyze data to assist with forecasting headcount, communicate business needs and execute resulting plans in coordination with the Vice President of Sales and Leadership team.
• Guide and mentor, the Team Leads and CER\'s to achieve the company goals along with enhancing team culture.
• Document all processes and call flows executed by the Customer Experience team, and keep that documentation updated in Trainual as the processes and/or call flows change over time.
• Oversee lead flows/customer resolutions and CRM\'s, to keep Department response-times within acceptable parameters.
• Regularly report data, trends, and significant events through to the Vice President of Sales and Executive Leadership team.
• Administer departmental best-practices, documentation, and customer-interaction by following Blanton\'s guidelines.
• Participate in ongoing training/education of industry standards.
• Has clear system knowledge to support the CE team and provides out of the box thinking and innovative solutions to move the Department forward.
• Assist with escalations calls and improving customer satisfaction experience.
• Conduct weekly team meetings, and one on ones to foster open communication of current needs and challenges; create opportunities for CE team\'s participation and success.
• Provide CER\'s with career development training and growth opportunities.

Specifications Required:

• Minimum of 3 years management experience in a leadership role
• Customer Service experience
• HS Diploma
• Tech savvy \xe2\x80\x93 Experience in mastering a CRM
• Proven success implementing and attaining KPI\xe2\x80\x99s
• Customer resolution
• Proven team development experience

Preferred:

• Minimum of 5 years management experience in a leadership role
• 2-year degree EOS knowledge
• Service Titian Experience
• Industry experience in: HVAC Electrical Plumbing

Desired:

• 4-year degree
• Leadership development (Tony Robbins, Six Sigma, Agile or other leadership training +)
• Experience in working with a fast pace, high growth company

What sets Blanton\xe2\x80\x99s Air, Plumbing, and Electrical apart as an employer?

• Core Values:
  • Always growing
  • Always does the right thing
  • Can do
  • Deliver Wow!
  • Be Kind
• Family-oriented company that is growing quickly
• Established brand with a great reputation
• Premier Home Service Company that is in the top 10% nationally in the homeservice industry
• Experienced, well-qualified management team
• Work with an amazing and fun team of rock stars with a can-do attitude that is driven, focused, and has a strong work ethic
• Provides 5-star customer service
• Growth opportunity with continued training and education through Nexstar
• Opportunity to help take the company to the next level
• Positive work environment with great employee engagement
• Destination employer that supports veterans and the community
• Company outings and events
• Employees don\xe2\x80\x99t quit
• Strong Focus on Company Culture

Salary range: $100 - $125K, plus bonuses Benefits: 401K with up to a 4% match, healthcare insurance with dental and vision plan, vacation and sick pay and more.