Customer Experience Manager

Customer Experience Manager Delta Air Conditioning • Dallas Fort-Worth About Delta Delta Air Conditioning has been keeping Texas families comfortable since 1985. Our newest addition operates as TDAC, A Delta Company, serving homeowners and businesses across the DFW metroplex. We’re a growing, family-rooted HVAC company, and the front of our house is the voice customers hear when they call matters every bit as much as the work our technicians do in the field. The Role The Customer Experience Manager is the heartbeat of our DFW office. You’ll own how every customer interaction feels, from the first ring to the final invoice. In a single hour you might dispatch four technicians, take a payment, calm down a homeowner whose system died at 2 PM in August, redirect a tech running behind on his last call, and keep tomorrow’s board moving, without dropping a stitch. You’ll report to the Head of Business Development and work shoulder-to-shoulder with our service department, operations lead and owner, as needed. What You’ll Do • Answer inbound calls and convert them into booked appointments • Make outbound calls to follow up on completed jobs, re-engage past customers, drive membership enrollments and renewals, and request Google reviews from satisfied customers • Dispatch technicians using HouseCall Pro; rebalance the schedule when jobs run long or emergencies hit • Process payments through Clover and reconcile daily activity with our accounting team • De-escalate upset customers: listen first, solve second, follow up always • Work closely with technicians on in-field recommendations — Reme Halo systems, maintenance plans, filters, and add-ons — so what the customer hears from you matches exactly what the tech is presenting on-site • Support technicians in the field on parts, pricing, customer history, and next stops • Manage warranty work, recalls, membership renewals, and past-due collections • Track customer satisfaction signals (reviews, callbacks, complaints) and surface trends to the Head of Business Development weekly• Step in on anything else that keeps the office running wellWho You Are • 5–10 years in a customer-facing service role; HVAC, plumbing, electrical, or other home services experience strongly preferred • Able to talk through HVAC products and services at a high level so customers feel informed, not sold to — and so your conversations align with what the tech already said in the home • Fast on your feet. You can hold three conversations, one schedule, and one upset customer in your head at the same time • Exceptionally polite under pressure. People can tell when you’re rattled; you don’t get rattled • Comfortable with money. Taking payments, explaining invoices, holding a firm line on past-due balances • Patient with the human side of the business: angry homeowners, frustrated techs, the occasional bad day from anyone in the building • Tech-comfortable: HouseCall Pro, Clover, Google Workspace, basic Excel. If you haven’t used these exact tools, you’ve used something like them or can pick them up in a week • High energy, high stamina, high follow-through. Comfortable wearing many hats and effectively juggling priorities • Honest, direct, and the kind of person the rest of the team is glad to see walk through the door each morning What We Offer • Competitive base plus performance bonus tied to customer satisfaction, dispatch efficiency, and revenue growth • Paid time off and paid holidays • A real career path. Delta is growing, and the person in this seat has room to grow with it • A team that treats each other like family and customers like neighbors How to Apply Send your resume and a short note about why this role interests you to TDAC@deltaairpro.com