Customer Experience Manager

Arrow Service Team is looking for a full-time Customer Experience Manager to join our team of professionals in Bismarck, ND!

Arrow Service Team is based out of Bismarck, ND and is the leader in the disaster restoration industry in North Dakota. We have built our heritage one project at a time, establishing a reputation for performance, integrity, and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms, or other disasters, we deliver on our promise to provide extraordinary care while serving people in their time of need! Our passion for quality and customer service drives everything we do.

If you take pride in your work, work well in a team environment, understand the how your leadership impacts others, and can maintain the company's vision of success, this is the career for you! We handle a wide variety of restoration jobs from residential (primarily) to commercial and are well marketed. What makes our industry unique is that our line of work primarily entails restoring an existing property to its pre-state/pre loss condition or better.

This is a full-time position. Typical hours are from 8:00am to 5:00pm Monday through Friday. Hours (slightly earlier and/or later) may be required dependent upon business needs and activities.

Training is fully paid and on-the-job with our experienced team of Department Managers as well as our seasoned marketing and administrative staff members. We have a team of skilled employees ready to share their diverse knowledge, skills, and tricks of the trade to help you succeed. Expected core training is 1 month but depends on overall progress.

The Customer Experience Manager is responsible for leading the company’s customer intake, scheduling coordination, and CRM management functions while driving a high-performance culture centered around appointment setting, lead conversion, and operational accuracy. This role oversees Dispatch and Reconstruction Scheduling teams, ensures CRM data integrity, and supports marketing initiatives through effective lead management and reporting.

The ideal candidate is highly organized, customer-focused, data-driven, and capable of building accountability across teams while maintaining exceptional communication and service standards.

In this role, you'll be learning something new every day. Training, adaptation to market conditions, and skill development is always ongoing in this trade and industry. Over the course of time, you will become well versed in many key decision-making areas making you even more valuable and impactful to the company.

We look forward to investing in your career!

Areas of Focus:

Responsible for overseeing Dispatch, Reconstruction Scheduling, and overall CRM integrity while driving a culture of appointment setting and lead conversion.

Primary Focus Areas (In Order of Priority):

1. Appointment Setting Culture & Performance
2. CRM Cleanliness & Data Accuracy
3. Marketing Support & Lead Optimization

Core Responsibilities:

1. Call Center Leadership & Appointment Culture.

• Oversee Dispatch (Mitigation) and Reconstruction Scheduler teams.
• Drive a high-performance culture focused on booking appointments on every viable lead (conversion).
• Ensure all inbound calls, web forms, and social inquiries are converted into scheduled jobs.
• Monitor call handling, booking rates, and customer interactions.
• Conduct call reviews and provide 1:1 coaching to improve performance.
• Step in as needed for overflow calls and escalations.
• After hours calls & job input assistance.

2. CRM Ownership & Data Integrity (Critical Function).

• Own the cleanliness, accuracy, and structure of the CRM (Dash/Albi).
• Ensure all jobs, contacts, and insurance data are entered correctly and consistently.
• Audit job files daily for completeness and accuracy.
• Maintain standardized processes for data entry across Dispatch and Scheduling teams.
• Build reports, dashboards, and segmented lists for operations and marketing.
• Ensure all jobs are scored and categorized properly for priority and workflow.

3. Dispatch & Scheduling Oversight.

• Ensure efficient scheduling across mitigation and reconstruction departments.
• Align team capacity with incoming job volume.
• Eliminate scheduling gaps, overlaps, and inefficiencies.
• Ensure real-time updates between field teams and office staff.
• Maintain accountability for job flow from intake → scheduling → execution.

4. Marketing & Lead Management Support.

• Work directly with Marketing to ensure lead tracking accuracy.
• Monitor lead sources, conversion rates, and ROI feedback loops.
• Support execution of email campaigns, outreach, and follow-up systems.
• Oversee survey distribution, feedback collection, and reporting insights.
• Coordinate marketing materials and information packets for new leads.

5. Relationship & Communication Oversight.

• Ensure consistent communication with customers, referral partners, and internal teams.
• Support relationship-building with insurance agents and key partners.
• Ensure follow-up systems are executed for all open opportunities.

6. Team Development & Accountability.

• Train Dispatch and Scheduling teams on systems, communication, and expectations.
• Set performance expectations and hold team accountable to KPIs.
• Identify gaps in performance and implement process improvements.
• Build a culture of urgency, accuracy, and accountability.

Qualifications & Skills:

• Strong leadership and team management abilities.
• Excellent communication and customer service skills.
• Experience with CRM systems and operational reporting.
• Strong organizational skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain focus and productivity while handling frequent interruptions and shifting priorities
• Ability to problem solve and adapt to unexpected changes or challenges.
• Data-driven mindset with a focus on accuracy, process, improvement, and accountability.
• Experience in scheduling, dispatching, customer service, or restoration/construction operations preferred
• Ability to be professional, act with integrity, and have the ability to show empathy.
• Capability to respond to urgent situations, scheduling changes, customer escalations, and after-hours communication when needed.

Physical Demands and Work Environment:

• Lift (constantly) 5-10 lbs., lift (frequently) 10-20 lbs.
• Prolonged periods of sitting and working at a desk, computer, and phone.
• Occasional standing, walking, bending, and reaching within the office environment.
• Involves standing, walking, pushing/pulling, general balancing, crouching, frequent stooping, reaching, kneeling, and handling.
• Ability to lift and carry office supplies, marketing materials, and presentation items up to 20 pounds occasionally.
• Frequent typing, data entry, and document review requiring close visual attention to detail.
• Requires strong visual and mental concentration for analyzing reports, monitoring CRM accuracy, and coordinating scheduling activities.
• May require occasional travel for meetings, networking events, marketing activities, or training sessions.

Pay:

• Starting pay is negotiable and largely depends on experience, diversity of skillsets, industry knowledge, and related abilities. (DOE)
• 90-day review (potential for wage adjustment).
• Annual reviews scheduled thereafter within department review cycle or employment anniversary (potential for wage adjustment if applicable).
  

Benefits:

• Paid Vacation.
  
• 6 Observed Paid Holidays.
• Quarterly Profit Share.
• Health Insurance.
• Dental and Vision Insurance.
• Life Insurance.
• 401(k) (with a set matching percentage).
• Fully Paid Training.

 Schedule:

• 43 to 47 hours per week, Monday through Friday, typically 8am through 5pm. Occasional earlier starts to accommodate any travel (when necessary) distance outside of the Bismarck/Mandan ND area.
  

Age Requirement:

• Must be at least 18 years of age.

Education:

• High school or equivalent.

License/Certification:

• Valid and current Driver’s License (legal ability to drive is required).
• Reliable transportation for getting to and from Arrow’s office/shop.

Arrow Service Team started as a small carpet cleaning company in 1979. Over the years, we have grown to over 75 employees and have expanded our services to include fire & water damage restoration, mold removal, trauma, and emergency board-ups. We also continue to clean residential and commercial carpets and HVAC and ductwork. Core family values make Arrow Service Team grow year after year. We pride ourselves in being a local family-owned company. We have a fully trained in-house team of disaster restoration specialists, including water mitigation techs, fire restoration techs, finish carpenters, flooring installers, painters, and carpet and HVAC technicians. With a quality staff, it is easy to understand why we keep expanding our team and reach as the top restoration company in Bismarck-Mandan and surrounding communities.

Arrow Service Team is committed to providing a safe, healthy, and productive work environment. Consistent with this commitment, it is the intent of the Company to maintain a drug and alcohol-free workplace.

Arrow Service Team provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

To learn more about Arrow, please visit our website at: www.arrowserviceteam.com.