Customer Experience Lead

Customer Experience Lead

Service Today (STI) | Federalsburg, MD

Employment Type: Full-Time
Work Location: Onsite
Department: Customer Service
Reports To: Customer Experience Manager
Compensation: $23–$26/hour, based on experience, plus spiffs
Schedule: Primarily day shift, with evenings and weekends as needed to meet business needs

Join the Service Today Team

Are you a customer service professional who enjoys coaching others, solving problems, and helping a team achieve its goals?

Service Today is looking for a Customer Experience Lead to join our onsite team in Federalsburg, MD. In this role, you’ll help create a welcoming customer experience while supporting a team that turns customer inquiries into booked service and sales opportunities.

We’re looking for an approachable, results-driven leader who brings warmth, urgency, and accountability to every interaction.

Position Summary

As the Customer Experience Lead, you’ll partner with the Customer Experience Manager to support the daily operations of our call center and develop our Customer Experience Specialists.

You’ll help train and coach team members, monitor performance, resolve escalated concerns, and improve processes. Working closely with dispatch and branch leadership, you’ll help ensure a smooth transition from the initial customer conversation to service delivery.

What You’ll Do

Team Leadership & Development

• Support and motivate Customer Experience Specialists handling inbound calls, digital leads, and outbound outreach.
• Assist with onboarding and training new and experienced team members.
• Provide ongoing coaching to strengthen customer service, booking performance, and individual development.
• Help create and maintain onboarding guides, training materials, and team resources.
• Reinforce clear expectations and accountability for individual and team performance.
• Support employee engagement through recognition, contests, and team meetings.

Customer Experience & Booking Support

• Serve as an escalation resource for complex or sensitive customer situations.
• Resolve concerns with professionalism, empathy, and timely follow-through.
• Help the team convert customer inquiries into booked service and sales opportunities.
• Monitor customer feedback and coordinate appropriate communication and resolution.
• Stay current on company services, updates, and process changes.

Performance & Process Improvement

• Track and report lead counts, call classifications, booking outcomes, and other department performance measures.
• Review results with the Customer Experience Manager to identify coaching and training opportunities.
• Identify workflow inefficiencies and recommend practical improvements.
• Assist with implementing changes that improve accuracy, productivity, and the customer experience.
• Keep the Customer Experience Manager informed of issues, staffing concerns, and barriers to success.

Daily Operations & Collaboration

• Assist with schedule development, daily coverage, workload distribution, attendance, and schedule adherence.
• Partner with dispatchers and department managers across branch locations to support a seamless handoff from booking to service delivery.
• Communicate system issues and improvement requests to IT through the appropriate channels.
• Complete projects and other responsibilities assigned by the Customer Experience Manager.

What We’re Looking For

• Strong customer focus and the ability to lead by example.
• Experience motivating, coaching, and developing individuals or teams.
• A results-driven approach to achieving customer service and performance goals.
• Strong problem-solving skills and sound judgment.
• Ability to manage challenging customer situations with patience and empathy.
• Excellent verbal and written communication skills.
• Strong organization and the ability to manage competing priorities in a fast-paced environment.
• Initiative and a willingness to identify and improve inefficient processes.
• Flexibility to work evenings and weekends as needed to support the team and business.

Education & Experience Requirements

Required:

• High school diploma or equivalent.
• At least three years of experience in a fast-paced customer service role.
• Proficiency with phone systems, call center technology, and Microsoft Office, including Excel.

Preferred:

• At least one year of experience leading or supervising a call center or customer service team.
• Experience using ServiceTitan or a similar CRM.
• Sales, negotiation, or appointment-booking experience.
• Experience with Tableau or other business intelligence tools.
• Associate’s or bachelor’s degree in business, communications, or a related field.

Why Join Service Today?

• $23–$26/hour, based on experience.
• Spiff opportunities to earn additional compensation.
• Benefits package for eligible full-time employees.
• Opportunities to strengthen your leadership skills and develop others.
• A collaborative team where your ideas can improve the customer and employee experience.

Schedule & Work Environment

• Onsite position in Federalsburg, MD.
• Primarily day shift, with evening and weekend availability required as needed to meet business needs.
• Work is performed in a professional group office and call center environment.
• Ability to sit and use a computer and telephone for extended periods.
• Ability to lift and move items weighing up to 30 pounds, with or without reasonable accommodation.

Join the Service Today Team!

If you enjoy helping customers, developing team members, and turning opportunities into results, we want to hear from you.

Apply today to become a Customer Experience Lead with Service Today in Federalsburg, MD!

This job description is not intended to be an exhaustive list of all responsibilities, qualifications, or working conditions associated with the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the role.

Service Today is an Equal Opportunity Employer.