Customer Experience Manager

Company Overview:The Acme Fence is designed for beauty and built to last. Since Grandpa Harry started the company in 1939, the Acme Fence name has set the standard for durability, value, quality and beauty in residential and commercial fencing across Northeast Ohio. Today, Acme Fence is a growing fourth generation family-owned business and we continue to set a high standard to honor the legacy of our grand-parents and for our future grandchildren. Our experienced staff provide timely, responsive, personal service and professional guidance. Core Values:Safe: All Acme Fence professionals, in the shop, on the road and on location, maintain a clean, organized and safe work environment while acting with a safety mindset.Proud: As professional tradespeople, we take pride in our work. Therefore, we source only high-quality materials and employ a professional team to bring customers the Acme Fence, designed for beauty and built to last. Proactive: We anticipate customer needs and expectations and are prepared to act in a timely, resourceful and professional way. Our team is proficient in technical skills, attention to detail, time management and problem-solving abilities, to give customers the level of service they expect.Collaborative: We work together as a supportive team to achieve project completion and customer satisfaction. We are open to sharing knowledge and expertise with each other and contributing to a positive and cohesive work environment in each community we serve. Communicative: The Acme Fence experience delivers peace-of-mind throughout the entire customer journey. We communicate with teammates, customers and local communities during every step of the design and installation workflow. Modern technology coupled with our personal touch assures transparency in everything we do from the first time a customer speaks with an Acme Fence team member through to completion.Position Overview:We are seeking a highly organized, customer-focused, and detail-oriented Customer Experience Manager to join our growing team. Reporting to the General Manager, this key role is responsible for ensuring an exceptional end-to-end experience for our residential and commercial customers—from first contact through job completion. As the primary liaison between customers and our operations team, the Customer Experience Manager plays a critical role in communication, scheduling, order processing, and relationship management.Key Responsibilities:Customer Communication & EngagementAnswer inbound calls and respond to customer inquiries via phone, email, and social media.Manage and respond to leads from the company's info inbox and GoHighLevel system.Qualify incoming leads and schedule design consultations.Provide phone estimates for residential fences, gates, and smaller jobs.Offer ongoing customer updates throughout the project lifecycle.Follow up after job completion to collect feedback and request Google Reviews.Coordinate communication between customers and field teams to ensure a smooth project experience.SchedulingOptimize design consultants schedules based on efficient routing and customer availability.Schedule and confirm start dates with customers and internal teams.Track and receive permits and required documentation for jobs.Leverage digital tools for communication, scheduling, and lead tracking.Project CoordinationCreate jobs in Business Central and generate corresponding job folders, including drawings and job sheets.Submission and follow up of permitting, inspections, and OUPS.Maintain accurate records within Lead Rocket, Business Central, and other relevant CRM/ERP platforms.Coordinate project details and ensure accurate information flow between office and field operations.AR CollectionsCollect down payments, second payments, and final payments through Lead Rocket and Business Central.Process change orders and ensure accurate customer billing.Email professional invoices to customers.Retail Sales ProcessingHandle retail order processing and payment.Greet customers when they come into the office.Candidate Qualifications:3+ years of customer service or client management experience, preferably in construction, home improvement, or related industries.Customer-focused with strong communication and interpersonal skillsComfort with digital systems and platforms, including CRM, scheduling, and payment software.Strong attention to detail and follow-through.Proven ability to handle multiple tasks and prioritize in a fast-paced environment.Positive attitude and professional demeanor.Preferred Qualifications:Experience with residential or commercial service-based businesses.Familiarity with Business Central or similar ERP platforms.Knowledge of fence products and installation processes is a plus (training provided).Work Schedule:Full-time, Monday–Friday. Some flexibility may be required based on customer needs or project scheduling.Desired Competencies/Abilities:Outstanding Communication SkillsAble to interact professionally and effectively with all levels of staff, as well as external customers.Flexibility and AdaptabilityComfortable with a fast-paced, often ambiguous environment.Strong Multi-Tasking and Prioritization SkillsCapable of handling multiple priorities and pivoting as needed to support shifting priorities and timelines.Positive and Approachable AttitudeMaintains a calm, constructive demeanor even in high-pressure situations.Sound Judgment and Critical ThinkingAble to independently solve problems and make decisions in the executive's best interest.Teamwork and Collaboration SkillsComfortable working with multiple stakeholders and facilitating cross-functional communication when needed.Compensation & BenefitsCompetitive salary based on experiencePaid time off

Created: 2025-09-11