Customer Experience Manager - Propane and Oil Company

Customer Experience Manager

Location: Waco, TX

Schedule: Monday-Friday | 8:00 AM-5:00 PM (Occasional Overtime)

Salary: $60,000 annually + 10% Performance Bonus

Pay: Biweekly

Lead a High-Performing Customer Service Team

We are seeking an experienced Customer Experience Manager to lead our customer service department and oversee a team of 10-12 Customer Service Representatives. The ideal candidate excels in leadership, customer satisfaction, operational excellence, process improvement, workforce management, and employee coaching. Applicants should reside within a 30-40 minute commute of our Waco office.

Leadership & Team Management

· Lead, supervise, coach, and mentor 10-12 Customer Service Representatives.

· Conduct performance reviews and employee development.

· Recruit, interview, onboard, and train new employees.

· Manage staffing, scheduling, and workforce planning.

· Build a positive, accountable, customer-focused culture.

Customer Experience

· Resolve escalated customer concerns.

· Improve customer satisfaction, retention, and loyalty.

· Monitor interactions for quality assurance.

· Review customer feedback and implement improvements.

Operations & Process Improvement

· Manage daily customer service operations.

· Develop SOPs and improve workflows.

· Analyze KPIs and productivity reports.

· Partner with Operations, Sales, and Finance.

· Optimize CRM systems and service software.

Required Qualifications

· 3-5 years of leadership in Customer Service, Operations, Call Center, or Office Management.

· Experience coaching customer-facing teams.

· Strong communication, leadership, conflict resolution, and organizational skills.

· Experience with KPIs, SOPs, Microsoft Office, and CRM software.

Benefits

· $60,000 annual salary + 10% performance bonus

· Paid biweekly

· 401(k) match

· Medical, Dental, Life Insurance

· Paid Time Off

· Employee Discounts

· Professional Development

· Referral Program

· Retirement Plan

Pay: $60,000.00 - $70,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Work Location: In person