Customer Experience Manager

Koala Insulation of the Sound Shore is seeking a highly organized, customer-focused Customer Experience Manager to join their growing team. The Customer Experience Manager will own the customer journey from the first inbound call through project completion, managing customer communications and coordinating schedules.

Responsibilities:

• Answer and manage inbound phone calls, emails, and digital inquiries
• Serve as the primary point of contact for customers
• Schedule sales estimates and coordinate complex production schedules
• Dispatch installation teams and adjust schedules
• Proactively communicate with customers
• Guide customers through their insulation projects
• Collaborate with sales, production, and management teams
• Maintain accurate customer records in CRM and scheduling systems
• Resolve customer concerns and service issues
• Support referral generation, reviews, and customer follow-ups
• Utilize CRM, scheduling, and communication platforms
• Explore and implement AI-driven tools
• Identify inefficiencies and improve internal processes

Requirements:

• Experience in a construction, trades, or home services company
• Proven experience answering phones and managing high-volume customer communication
• Strong scheduling and dispatch experience
• Highly organized, detail-oriented, and calm under pressure
• Excellent verbal and written communication skills
• Tech-savvy with an interest in AI, automation, and continuous improvement
• Ability to manage multiple projects and priorities simultaneously
• Experience with home services CRM or scheduling platforms
• Familiarity with insulation, HVAC, roofing, or home performance industries
• Experience handling customer reviews, referrals, or customer retention initiatives
• Interest in expanding responsibilities into marketing, advertising, or customer engagement strategy