Reliant Air Conditioning is hiring a Customer Experience Manager to lead our call center, sales coordination, and customer recovery efforts. This role is responsible for turning inbound demand into booked opportunities, improving appointment show rates, and recovering missed revenue.
This is a performance-driven leadership role—not just customer service. You will directly impact revenue, customer satisfaction, and operational efficiency.
Lead the Call Center
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Manage and develop in-house CSRs and oversee third-party call center performance
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Improve booking rate, reduce abandoned calls, and increase revenue per call
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Audit calls and enforce scripting and quality standards
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Ensure accurate tracking and attribution in ServiceTitan
Own Sales Lead Flow
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Ensure all leads are scheduled, confirmed, and properly handed off
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Improve appointment show rates through strong confirmation processes
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Strengthen coordination between CSRs, SLCs, Service Technicians, and Comfort Advisors
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Track and improve revenue per lead
Build Sales Recovery Engine
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Create structured follow-up for unsold estimates and missed opportunities
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Re-engage canceled calls and expired proposals
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Implement financing follow-up strategies to improve close rates
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Drive measurable recovery revenue
Protect & Elevate Customer Experience
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Resolve escalated customer issues quickly and effectively
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Improve post-service and post-install follow-up processes
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Ensure consistent, professional communication across all touchpoints
- Higher booking rates and lower abandoned calls
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Improved appointment show rates
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Strong customer reviews and satisfaction scores
- 5+ years of leadership experience in call center, customer experience, or service operations
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Strong experience managing teams through KPIs and performance metrics
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Proven ability to improve conversion rates and operational outcomes
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Experience managing multiple teams or functions
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CRM experience (ServiceTitan preferred)
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Strong leadership, coaching, and accountability mindset
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Data-driven and results-oriented
- Stable, year-round residential HVAC business
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Growth-focused company with strong demand
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Leadership role with direct impact on revenue and operations
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Opportunity to build and scale processes, not just maintain them
