Customer Experience Manager
Share
Job Location:
Aurora, CO - USA
Monthly Salary:
Not Disclosed
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
What Is Our Purpose
We work to improve our customers and employees quality of life in a sustainable manner. We strive to be symbols of the community and better ourselves every day.
What Youll Do:
The Customer Experience Manager leads the day-to-day operations of the Customer Experience Department. This role is responsible for developing people improving performance and managing the continued launch and optimization of AI-driven Customer Service Representatives (AI CSR) while partnering closely with leadership and brand teams across the Turnpoint organization.
What Your Day-to-Day Looks Like:
We work to improve our customers and employees quality of life in a sustainable manner. We strive to be symbols of the community and better ourselves every day.
What Youll Do:
The Customer Experience Manager leads the day-to-day operations of the Customer Experience Department. This role is responsible for developing people improving performance and managing the continued launch and optimization of AI-driven Customer Service Representatives (AI CSR) while partnering closely with leadership and brand teams across the Turnpoint organization.
What Your Day-to-Day Looks Like:
- Lead and support the daily operations of the Customer Experience team ensuring a high standard of service and performance.
- Develop and manage inbound and outbound call strategies that drive booked service appointments and revenue.
- Train coach and develop team members on converting calls into booked appointments while delivering an exceptional customer experience.
- Create refine and maintain call scripts and standards for both human and AI CSR channels to ensure clarity consistency and alignment with Roth Homes brand voice.
- Manage the continued rollout performance and improvement of AI CSR ensuring it supports customer needs and business demand.
- Partner with leadership and brand teams across Turnpoint organizations to align customer experience strategies goals and best practices.
- Monitor performance metrics and remain flexible in adjusting benchmarks and KPIs to meet current demand seasonal changes and business priorities.
- Review recorded calls provide feedback and coach team members to improve effectiveness empathy and trust-building.
- Ensure customer concerns and complaints are resolved quickly professionally and in line with company expectations.
- Build schedules and staffing plans that align people and AI resources with business demand.
- Create a culture of accountability teamwork and continuous improvement within the Customer Experience team.
- Reinforce the value of each team members contribution to Roth Homes success and customer loyalty.
- Support elite membership programs while maintaining healthy membership retention.
What Wed Like You to Have:Whats In It For You:
Reinventing an industry takes work and we aim to recognize and promote the wellbeing of our people professionally financially physically and mentally. Joining the Roth family gives you the opportunity to grow and develop your skills surrounded by committed talented and enthusiastic addition to all the coffee your heart desires joining Roth means
Youll join a growing company that has loyal customers devoted employees an ambitious roadmap and industry leading products and technology.
- Bachelors degree in Business or a related fieldorequivalent leadership experience.
- Previous call center or customer experience leadership experience preferred.
- Experience working with AI-driven customer service tools or technology-enabled contact centers is a plus.
- A collaborative adaptable leadership style with the ability to lead through change.
Reinventing an industry takes work and we aim to recognize and promote the wellbeing of our people professionally financially physically and mentally. Joining the Roth family gives you the opportunity to grow and develop your skills surrounded by committed talented and enthusiastic addition to all the coffee your heart desires joining Roth means
Youll join a growing company that has loyal customers devoted employees an ambitious roadmap and industry leading products and technology.
- Being part of a great team with solid infrastructure in place.
- You get an opportunity to win drive change and be in an environment that will focus on your success.
- Competitive wages bonuses and incentives
- 90% paid Health Dental Vision and life insurance benefits
- 401K Retirement matching
- 6 Paid Holidays
- Paid Time Off
- Opportunities for Advancement
- An environment you can enjoy! Company breakfasts monthly promotions adidas and Columbia Sportswear employee store passes a team you can trust and managers who care. All which lead to giving you more than just another place to work.
We are always looking for passionate individuals to join our team. Positive attitudes creative minds and a strong ethic are essential to our success. Do you check these boxes If so wed love for you to apply and join our ever-growing team of professionals!
A Little About Roth
We are a team of home service experts who go the extra mile for our customers. We believe in the white glove difference and how it makes us shine above the rest. For nearly 50 years Roth has served our community with dignity integrity and the 5-star service our customers are accustomed to receiving.
What started as a small heating and cooling shop has grown into one of the largest home services fleets in Oregon. And while we are proud of our growth weve made sure to keep our small-business feel in the community. Today we provide comprehensive residential home services including Heating Cooling Plumbing Electrical and Drain Services. We are proud to employ a diverse staff of men and women with varying levels of experience all of whom add to our positive company culture.
Though we always put the customer first we know our success wouldnt be possible without our staff. People often come to us looking for work they stay with us because they find a fulfilling career room for growth and opportunities to excel all while having fun at the same time. We know its hiring the right people for the right position that will help us serve our community for another 50 years!
Required Experience:
Manager
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
Roth is here to help with all your heating, air conditioning, plumbing, electrical, and drain needs. Our HVAC company serving Portland, Salem, Hillsboro, Bend and the surrounding areas.
