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TP

Customer Experience Manager

Thorndale Partners
🇺🇸 United States
On-site
Manager or above
4 months ago
  • triage
  • HVAC
  • Pension
4 months ago
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Not enough detail in this posting to match

Customer Experience Manager / Client Services Specialist

Dispatcher / Service Coordinator

Summary
Customer Service answering the call is the most important role for the company. Our service promise lives or dies in the first contact on the phone with our company, this is the person who owns that moment. You will triage a request fast, match the right technician, and lock in a time on the calendar. That is what makes our company run and grow.

Our Core Values
Make it Work – Creative problem solvers who always finish with high quality.
Incredible Service – We serve first and always; "above-and-beyond” is the baseline.
Enjoy the Ride – Work hard, have fun, and celebrate wins.
Better Every Day – We learn on every job and attract people who do the same.

Responsibilities:
  • Answer & triage inbound calls in under 3 rings, gather key details (door type, urgency, site contacts).
  • Prioritize tickets for healthcare, education, and marquee clients; escalate true emergencies.
  • Schedule & dispatch technicians—balancing geography, skill set, and parts inventory.
  • Keep customer informed on ETA, Progress, Follow up
  • Update status real time and verify accuracy in labor and materials
  • Own the front desk vibe—warm greeting for visitors, quick hand-off for packages, cheerful help for teammates.
  • Schedule a full slate of work each to make sure there are no gaps in the schedule

Skills & Qualifications
  • ServiceTitan (or similar field-service software) power user—or quick study who loves software.
  • 1+ year in a fast-paced dispatch, scheduling, call-center, or service-coordinator role.
  • Calm, confident phone presence with superb listening & note-taking skills.
  • Laser-sharp multitasker: calls, chats, screens, radios—no problem.
  • Familiarity with doors, locksmithing, access-control, HVAC, or similar trades is a plus.
  • High-school diploma/GED; able to pass background check & drug screen.

What We Offer
  • Competitive hourly pay + performance bonus tied to customer-service metrics.
  • Medical, dental, vision, eligible on day one
  • 401(k) with match.
  • PTO, paid holidays, and a culture that really does Enjoy the Ride.
  • Get Service Titan certified, take customer-service courses, grow into Service Coordinator or Service Manager

Thorndale Partners, LLC
Your trusted talent acquisition partner working to provide a premium experience to both job seekers and hiring managers.
Please visit ourWebsite to learn more and follow us onLinkedIn.

Customer Experience Manager · Thorndale Partners

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