About this role

Build and scale a centralized inbound customer experience team.
Oversee all inbound phone calls and web form inquiries from prospective customers.
Ensure rapid response standards including call answer rate and calls handled.
Establish scheduling best practices to convert inquiries into high-quality appointments.
Monitor call answer rates, speed-to-lead, and inquiry-to-appointment conversion metrics.
Ensure CRM accuracy and proper documentation of all customer interactions.
Conduct regular one-on-one coaching sessions and team meetings.
Champion a “wow” experience in every customer interaction.

Prior experience managing an inbound B2C contact center or inside sales team.
Demonstrated success coaching representatives and driving performance accountability.
Strong background in high-volume phone-based customer interactions.
Experience managing KPIs such as answer rate, speed-to-lead, and conversion metrics.
Proficiency using CRM systems (Microsoft Dynamics experience ideal but not required).
Comfort navigating telephony platforms and contact center technology.
Data-driven mindset with strong analytical and problem-solving skills.

Customer Experience Manager

Key skills