Build and scale a centralized inbound team (anticipated ~12 team members at scale).
Oversee all inbound phone calls and web form inquiries from prospective customers.
Ensure rapid response standards, including call answer rate, calls handled, and a target of 60-second response time on inbound web inquiries.
Establish scheduling best practices to convert inbound inquiries into high-quality appointments for Sales Arborists.
Monitor call answer rates, speed-to-lead, and inquiry-to-appointment conversion metrics.
Ensure CRM accuracy and proper documentation of all customer interactions within Microsoft Dynamics.
Ensure staffing aligns with incoming volume to maximize conversion opportunities.
Lead daily performance management of the inbound team through clear KPIs and accountability standards.
Conduct regular one-on-one coaching sessions and team meetings.
Utilize call recordings, AI-driven call analysis, and quality scoring to drive continuous improvement.
Maintain a high-performance culture rooted in accountability, responsiveness, and customer delight.
Identify common issues impacting conversion and build training modules to facilitate improvement across the team.
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