Service Customer Experience Team Manager

Position Summary

The Customer Experience Team Manager leads DynaTen’s Service Department customer-facing support functions and ensures a seamless, high-quality experience for our customers. This role oversees dispatch, service billing (including accounts receivable activities), and all aspects of the Maintenance Agreement (MA) program.

The Customer Experience Team Manager works closely with Service Managers and Sales to align teams, improve communication, support business growth, and ensure exceptional customer satisfaction.

Key Responsibilities

Customer Experience & Team Leadership

• Lead, coach, and develop the Customer Experience Team, including dispatch, service billing, and maintenance agreement administration
• Establish clear expectations, workflows, and service standards across all customer-facing service support functions
• Promote a culture focused on responsiveness, professionalism, accuracy, and customer satisfaction
  
  

Dispatch & Scheduling Oversight

• Oversee daily dispatch and scheduling operations to ensure timely service response and effective technician utilization
• Coordinate maintenance agreement scheduling to meet contractual commitments and customer expectations
• Partner with Service Managers to align field resources with customer priorities
  
  

Maintenance Agreement Program Management

• Manage all aspects of the Maintenance Agreement (MA) program, including renewals, coordination, billing, and scheduling
• Collaborate with Sales and Service leadership to grow and retain maintenance agreement customers
• Ensure MA data integrity, proactive customer communication, and consistent execution
  
  

Service Billing & Accounts Receivable Oversight

• Oversee service billing processes, including invoicing accuracy, timeliness, and accounts receivable follow-up
• Work collaboratively with accounting and leadership to resolve billing issues, customer inquiries, and payment-related concerns
• Support strong cash flow and customer satisfaction through clear communication and efficient billing processes
  
  

Cross-Functional Collaboration & Communication

• Work closely with Service Managers to ensure strong communication between customer experience teams and field operations
• Partner with Sales to support customer retention, maintenance agreement growth, and service expansion
• Act as a central communication link to ensure alignment, transparency, and teamwork across departments
  
  

Customer Issue Resolution & Continuous Improvement

• Serve as an escalation point for customer experience issues and ensure prompt, professional resolution
• Identify trends in customer feedback, service challenges, and operational gaps
• Drive continuous improvement initiatives to enhance customer experience and internal efficiency
  
  

Reporting & Process Optimization

• Track and report on key customer experience and service support metrics such as response times, MA completion rates, billing accuracy, accounts receivable trends, and customer satisfaction
• Evaluate and improve customer experience, dispatch, billing, and MA workflows to support scalability and growth
  
  

Qualifications

Required

• 5 years of experience in customer service operations within HVAC, mechanical services, or a related service-based environment
• 3 years of leadership or supervisory experience
• Strong communication, organizational, and problem-solving skills
• Proven ability to work cross-functionally and lead teams effectively
  
  

Preferred

• Experience managing dispatch and maintenance agreement programs
• Familiarity with service management/CMMS and billing systems
• Experience in a union or merit shop environment
• Prior experience within Comfort Systems USA companies
  
  

Physical & Work Requirements

• Ability to work in a fast-paced, customer-driven service environment
• Occasional after-hours support may be required