What are the responsibilities and job description for the Lead Customer Experience Specialist position at Marr's Heating, AC, Plumbing and Electrical?
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Location: In-office
Employment Type: Full-Time
Why Apply to Marr’s
We're a company that values stability, growth, and investing in its people through training, support, and career advancement.
At Marr’s Heating, AC, Plumbing and Electrical, you will receive:
- Fully paid onboarding and job training
- Ongoing customer service and phone skills education (EGIA)
- Company-paid health benefits
- A consistent weekday schedule with no nights or weekends
- Clear performance metrics and leadership support
- A professional, team-driven work environment
- Long-term career growth opportunities
We promote accountability, improvement, and professionalism. If you perform and grow, we invest in you.
What You’ll Do
As the Lead Customer Service Representative, you will oversee daily customer service operations by ensuring customer inquiries and information are accurately routed to the appropriate departments, supporting the development and success of the CSR team, and serving as the primary liaison between CSRs and management through communication of performance metrics, operational updates, and service improvement initiatives.
Key responsibilities include:
- Lead daily customer service operations across phone, chat, email, and in-person channels, ensuring professional, timely, and solution-oriented support
- Serve as the primary escalation point for complex customer issues, partnering with internal teams and leadership to ensure effective resolution and service recovery
- Monitor, analyze, and report on CSR performance and KPIs using systems such as Lace, LICS Scorecard, and ServiceTitan, driving continuous improvement initiatives and operational efficiency
- Coach, train, and develop CSRs through onboarding, call monitoring, quality assurance audits, performance feedback, and ongoing training programs
- Develop and maintain CSR handbooks, SOPs, training materials, and quality standards to support consistency, compliance, and service excellence
- Lead team communication and workforce coordination by conducting meetings, managing scheduling coverage, balancing workloads, and acting as a liaison between CSRs and management
- Coordinate customer outreach, follow-ups, maintenance scheduling, review management, and post-service engagement initiatives to improve customer satisfaction and retention
- Support cross-functional operations including scheduling, installation coordination, warranty processing, vendor communication, parts tracking, administrative support, and customer assistance across all touchpoints
What We’re Looking For
This role is best suited for someone who:
- Has strong customer service or call center experience
- Communicates clearly and professionally
- Demonstrates the ability to develop, implement, and maintain effective processes
- Is organized, detail-oriented, and reliable
- Takes ownership of performance and metrics
- Adapts well in a fast-paced environment
- Is comfortable with phone-heavy work
- Wants long-term growth, not just a job
HVAC, plumbing, or home services experience is helpful but not required. We train the right person.
Our Values
- Innovation
- Accountability
- Transparency
- Professionalism
These are more than values we talk about, they are the standards we work by every day.
All applications are reviewed through Indeed.
Please apply directly on Indeed to be considered.
Marr’s Heating, AC, Plumbing and Electrical is an equal opportunity employer.
Job Type: Full-time
Pay: $27.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Briefly describe a work mistake you made that impacted a customer or team. What action did you take to correct it?
- Why are you leaving your current employer? If you are unemployed, please explain what happened at your last place of employment.
- How do you balance supporting your team while still holding employees accountable to performance expectations and KPIs?
- What customer service metrics have you been responsible for tracking or improving, and what actions did you take to improve results?
- How would you coach a CSR who is struggling with call quality, booking rates, or customer communication?
Education:
- High school or equivalent (Required)
Experience:
- Office: 2 years (Preferred)
Ability to Commute:
- Bellingham, WA 98226 (Required)
Ability to Relocate:
- Bellingham, WA 98226: Relocate before starting work (Required)
Work Location: In person
Salary : $27 - $30