Customer Experience Manager

Position Summary

The Customer Experience Manager is responsible for supporting a positive customer experience throughout the life of the customer relationship, from the initial installation and project completion through warranty and service needs that may arise years after installation. This role reviews installation and service work, manages warranty and service requests, follows up on incomplete or outstanding items, coordinates third-party contractors when needed, collects customer payments, and tracks issues through resolution.

The Manager works closely with Customers, Installers, Service Technicians, Sales, Production, Scheduling, and Leadership to identify and resolve customer concerns, coordinate solutions, maintain accurate documentation, and ensure warranty, service, and project-related issues are handled consistently and efficiently.

Essential Duties & ResponsibilitiesCustomer Experience & Communication

• Serve as a primary point of contact for customers regarding installation, service, and warranty concerns.
• Communicate professionally and consistently with customers regarding project status, outstanding issues, next steps, and resolutions.
• Address customer questions and concerns and work to resolve issues before escalation when possible.
• Follow up with customers to confirm concerns have been addressed and work has been completed.
• Maintain a positive customer experience while following company policies and standards.
• Manage sensitive or escalated customer concerns with professionalism and empathy.

Field Audit & Job Review

• Review completed installation and service tickets for accuracy, completeness, and required documentation.
• Identify incomplete work, missing information, unresolved customer concerns, or additional work needed.
• Follow up with installers and service technicians to clarify and resolve incomplete tickets.
• Create detailed go-back tickets with the information needed to complete outstanding work efficiently.
• Track open items and follow through until the job is fully completed and properly documented.
• Identify recurring issues or trends and communicate them to Leadership.

Warranty & Service Requests

• Manage warranty and service requests from initial customer contact through final resolution.
• Review customer concerns and gather the information needed to determine appropriate next steps.
• Communicate with customers regarding warranty coverage, service needs, timelines, and resolutions.
• Coordinate with installers, service technicians, and internal teams to investigate and resolve warranty and service issues.
• Track open warranty and service requests and follow up until the issue is fully resolved.
• Maintain accurate documentation of customer requests, communication, findings, and resolutions.
• Apply warranty policies and guidelines consistently and escalate exceptions or concerns when necessary.

Third-Party Contractor Coordination

• Coordinate and schedule third-party contractors when additional work is required.
• Provide contractors with accurate job details, customer information, photos, scope of work, and necessary documentation.
• Track third-party contractor tickets from assignment through completion.
• Follow up with contractors to ensure work is completed in a timely manner.
• Communicate updates and completion status to customers and internal teams as appropriate.
• Review completed contractor work and documentation to confirm the requested work has been completed.
• Address delays, incomplete work, or other concerns and escalate when necessary.

Customer Payments

• Collect and process customer payments for initial installations and non-warranty service.
• Follow up on outstanding customer balances and payments.
• Maintain accurate payment records and documentation.
• Communicate professionally with customers regarding balances, payment status, and applicable charges.
• Coordinate with internal teams to resolve payment questions or discrepancies.
• Ensure payments are collected and documented according to company procedures.

Project & Service Closeout

• Follow up on outstanding installation, warranty, and service items through final resolution.
• Confirm required work has been completed before closing tickets or projects.
• Conduct final customer follow-up as needed to confirm satisfaction and completion.
• Send customer review requests and provide applicable post-installation resources.
• Ensure customer and service records are complete and up to date.

Documentation & Team Communication

• Maintain accurate and timely notes in HubSpot and other applicable company systems.
• Document customer interactions, field findings, contractor activity, payments, resolutions, and follow-up.
• Communicate effectively with Sales, Production, Scheduling, Installation, Service, and Leadership.
• Provide updates on outstanding jobs, customer concerns, warranty and service activity, contractor status, and recurring issues.
• Participate in team meetings and support process improvements that improve customer experience and operational efficiency.

Key Competencies

• Strong customer service and communication skills
• Organization and attention to detail
• Strong follow-through and accountability
• Problem-solving and critical thinking
• Ability to manage multiple priorities and deadlines
• Professionalism and patience
• Teamwork and collaboration
• Ability to identify issues and take ownership of solutions
• Comfortable working with CRM, ticketing, and payment systems

Performance Expectations

Success in this role is measured by:

• Positive customer experiences and timely communication.
• Accurate and complete installation, warranty, and service documentation.
• Timely follow-up on incomplete and outstanding work.
• Effective coordination and tracking of third-party contractors.
• Warranty and service issues being resolved efficiently and consistently.
• Timely collection and accurate documentation of customer payments.
• Jobs and service tickets being properly completed and closed.
• Strong communication and follow-through with customers and internal teams.
• Consistent ownership of issues from identification through final resolution.

This job description is not intended to be all-inclusive and may be modified at any time. Employees will be notified of any significant changes.

Pay: $20.00 - $24.00 per hour

Work Location: In person