{"id":2596136,"url":"https://alion.io/job/cassidy-ac-customer-experience-lead","title":"Customer Experience Lead","company":{"id":3868583,"name":"Cassidy AC","domain":"cassidyac.com","url":"https://alion.io/company/cassidyac","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riviera Beach, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T02:34:11Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-20T00:18:06Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Description\nCustomer Experience Specialist (CES) Lead Job Description\nPosition Title: Customer Experience Specialist (CES) Lead\nDepartment: Customer Experience / Call Center Operations\nReports To: Call Center Supervisor\nDirect Reports: Customer Experience Specialists (CES)\nPosition Summary\nThe Customer Experience Specialist (CES) Lead supports daily call center operations by providing real-time guidance, coaching, and operational support to Customer Experience Specialists. This role serves as a frontline leader responsible for maintaining service quality, supporting KPI performance, assisting with customer escalations, and reinforcing company processes and procedures. The CES Lead plays a critical role in ensuring exceptional customer service, accurate scheduling, and revenue generation through memberships and ancillary services within HVAC and plumbing service operations.\nKey Responsibilities\nTeam Leadership & Coaching\nProvide daily support, guidance, and coaching to CES team members.\nMonitor call quality and customer interactions to ensure adherence to company standards.\nConduct call reviews and provide constructive performance feedback.\nAssist with onboarding and training of new CES employees.\nReinforce company policies, procedures, and service standards.\nSupport employee engagement and team morale initiatives.\nOperational Support\nMonitor call queues and assist in managing call flow to maintain service level goals.\nProvide real-time assistance to CES staff during customer interactions.\nSupport workforce adherence by monitoring schedules, attendance, and productivity.\nCoordinate shift coverage and assist with staffing adjustments when necessary.\nEscalate operational concerns or staffing challenges to the Call Center Supervisor.\nCustomer Experience & Escalation Management\nHandle Tier 1 customer escalations and support resolution efforts.\nAssist CES staff with difficult or complex customer service situations.\nEnsure escalated cases are documented accurately and resolved efficiently.\nIdentify recurring customer concerns and recommend process improvements.\nMaintain high customer satisfaction and service excellence standards.\nKPI Monitoring & Performance Support\nMonitor and support team performance metrics including: Call abandonment rate\n Average time to answer\n Service level performance\n Call quality assurance scores\n Booking conversion rates\n Sales and revenue performance\n\nProvide coaching and guidance to help team members meet performance goals.\nAssist the Call Center Supervisor in preparing performance reports and identifying improvement opportunities.\nSales & Revenue Support\nSupport team performance in promoting memberships, maintenance agreements, and ancillary products.\nCoach CES staff on upselling and cross-selling opportunities during customer interactions.\nMonitor sales conversion rates and provide feedback to improve results.\nReinforce value-based selling techniques.\nScheduling & Dispatch Coordination\nSupport CES staff with scheduling HVAC and plumbing service appointments.\nAssist with technician skill matching and service routing accuracy.\nEnsure emergency and priority service calls are handled appropriately.\nMaintain communication with dispatch and field service teams to support scheduling accuracy.\nTraining & Communication\nConduct daily team huddles and provide operational updates.\nCommunicate new services, promotions, policies, and procedural updates to CES staff.\nAssist in delivering ongoing training and skill development sessions.\nReinforce company initiatives and process changes.\nQualifications & Requirements\nEducation & Experience\nHigh school diploma or equivalent required.\n2+ years of customer service or call center experience required.\nExperience in HVAC, plumbing, home services, or service scheduling preferred.\nPrevious leadership, mentoring, or training experience preferred.\nKnowledge & Skills\nStrong customer service and communication skills.\nWorking knowledge of HVAC and plumbing service operations preferred.\nAbility to coach and mentor team members effectively.\nStrong problem-solving and conflict resolution skills.\nAbility to multitask in a fast-paced environment.\nBasic sales and revenue generation skills.\nStrong organizational and time management skills.\nProficiency with CRM systems, call center software, and scheduling platforms.\nWorking Conditions\nFast-paced call center environment.\nAbility to work flexible schedules including evenings, weekends, or peak seasonal demand periods.\nExtended periods of sitting, computer, and phone usage.\nSuccess Metrics\nSuccess in this role will be measured by:\nTeam KPI performance achievement\nCall quality and customer satisfaction scores\nSales and membership conversion rates\nEscalation resolution effectiveness\nEmployee development and engagement\nOperational efficiency and schedule adherence","description_format":"text","description_chars":4836,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Construction","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-15T07:19:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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