Customer Experience Manager - Fayetteville, NC

Job Description

Job Description

Full-Time | Fayetteville, NC (On-site)
Base Salary: $85,000–$105,000 + Performance Bonus

Tired 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 rates
• Service levels
• Customer experience
• Team performance

But 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’s

Real Pay for Real Ownership
$85,000–$105,000 base salary + performance-based bonus tied to KPIs.

Full Benefits

• Medical
• Company-paid dental
• Vision
• Life insurance (with family options)
• 401(k) with company match
• Immediate holiday eligibility

Career Growth
75+ years strong and scaling toward a $74M operation with 265 A-players.

Leadership Environment
Clear expectations. Real accountability. Authority to fix what’s broken.

Values That Mean Something

• Always Do the Right Thing
• Always Growing
• Can Do
• Be Kind
• Deliver WOW

The Role

Reporting 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 Do

This is a lead, manage, and hold accountable role.

• Lead, manage, and hold the customer engagement team accountable to performance standards
• Own service level, booking rates, abandonment, and engagement quality
• Ensure prompt, professional, and effective customer response across all channels
• Drive call board optimization and daily execution
• Develop and execute strategies to exceed KPIs
• Coach leaders and team members to improve performance and consistency
• Analyze trends and use data to drive decisions
• Conduct performance reviews and build development plans
• Recruit, train, and retain top talent
• Partner with Dispatch, Field Ops, and Leadership to align execution
• Resolve escalations and protect the customer experience
• Improve systems, workflows, and processes for efficiency and effectiveness
• Ensure compliance and accuracy withinServiceTitan

How You Win in This Role

• Service Level: 90%+
• Inbound Booking Rate: 85%+
• All-In Booking Rate: 30%+
• Abandon Rate: <5%
• 8+ Calls Booked: 175+

What You Bring

Must-Haves

• Proven leadership experience in customer service, call center, or inside sales environments
• Strong communication and accountability leadership skills
• Demonstrated success leading CSRs, dispatch, or customer engagement teams
• 2-3years of experience

Nice-to-Haves

• Nexstar experience (BPW or similar frameworks)
• Home services industry experience (HVAC, Plumbing, Electrical)
• ServiceTitan or similar platform experience

What It Feels Like to Work Here

You’re not managing activity.
You’re running a function.

You’re trusted to lead.
Your decisions impact revenue and customer experience daily.
Your team reflects your standards.

You don’t inherit problems—you fix them.

Your Path Starts Here — And It Starts Fast

If you’re ready to own performance, lead from the front, and build a customer experience function that drives real results, apply now.

Blanton’s Air, Plumbing & Electric
Delivering WOW Since 1951

Blanton’s is an Equal Opportunity Employer.