Customer Experience Manager - Fayetteville, NC

Full-Time | Fayetteville, NC (On-site)Base Salary: $85,000-$105,000 + Performance BonusTired of Owning Results Without the Authority to Fix Them?You already know this role is bigger than coaching calls or reviewing dashboards.You're responsible for the outcome:Booking ratesService levelsCustomer experienceTeam performanceBut too many companies limit managers to reacting instead of leading.At Blanton's Air, Plumbing & Electric, this role owns the entire customer engagement engine.You set the standard.You drive performance.You build the team that fuels the business.Why High-Performing Managers Choose Blanton'sReal Pay for Real Ownership$85,000-$105,000 base salary + performance-based bonus tied to KPIs.Full BenefitsMedicalCompany-paid dentalVisionLife insurance (with family options)401(k) with company matchImmediate holiday eligibilityCareer Growth75+ years strong and scaling toward a $74M operation with 265 A-players.Leadership EnvironmentClear expectations. Real accountability. Authority to fix what's broken.Values That Mean SomethingAlways Do the Right ThingAlways GrowingCan DoBe KindDeliver WOWThe RoleReporting to the President of the company, as the Customer Experience Manager, you own the performance of the entire customer engagement function, including CSR, dispatch alignment, and all customer communication channels.Your responsibility is simple: build and lead a high-performing team that converts demand into booked revenue while delivering a consistent WOW experience.What You'll DoThis is a lead, manage, and hold accountable role.Lead, manage, and hold the customer engagement team accountable to performance standardsOwn service level, booking rates, abandonment, and engagement qualityEnsure prompt, professional, and effective customer response across all channelsDrive call board optimization and daily executionDevelop and execute strategies to exceed KPIsCoach leaders and team members to improve performance and consistencyAnalyze trends and use data to drive decisionsConduct performance reviews and build development plansRecruit, train, and retain top talentPartner with Dispatch, Field Ops, and Leadership to align executionResolve escalations and protect the customer experienceImprove systems, workflows, and processes for efficiency and effectivenessEnsure compliance and accuracy withinServiceTitanHow You Win in This RoleService Level: 90%+Inbound Booking Rate: 85%+All-In Booking Rate: 30%+