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Overview:

Bellows Plumbing, Heating, & Air is seeking a strategic, results-driven Customer Experience & Booking Strategy Manager to lead and transform our entire first-touch customer engagement and booking process. This pivotal role will unify and optimize all aspects of inbound and outbound customer interaction — with a mission to maximize booking rates, improve the client journey, and unlock revenue opportunities from new and existing clients.

This is a rare opportunity to build something foundational reworking our current call center, leading to a change in how we deliver best-in-class customer experiences across phone, text, AI, and team-driven channels.

Key Responsibilities:

+ Lead and manage all customer-first contact points, including inbound call handling, outbound follow-up, completion follow up, and maintenance bookings.

+ Develop, execute, and continually refine strategies to increase booking rates from all lead sources (web, phone, vendor referrals, and internal campaigns).

+ Oversee the integration and performance of our key platforms (Dialpad, Patch, Nguyen, Jen, and other vendor lead systems).

+ Optimize communication flows, including SMS follow-ups and client engagement to reduce unsold estimates and lost leads.

+ Establish and oversee an outbound follow-up program for past installs and existing clients to capture upsell and membership opportunities.

+ Build and lead an internal and outsourced team, providing training, performance feedback, and accountability. This position will come into an existing team of CSR and lead booking employees that they will be tasked with revamping.

+ Collaborate closely with sales and scheduling dept to align availability, capacity planning, and technician efficiency with booking initiatives.

+ Handle and at times assist with escalations.

+ Track KPIs and provide reporting to managers and CEO

+ Partner with AI development teams to determine the ideal human-to-AI interaction ratio, maintaining the Bellows commitment to personal, high-touch customer service.

+ Own the customer experience from first contact to scheduled appointment, ensuring every interaction builds brand trust and drives long-term value.

Requirements:

+ Strong leadership skills with experience building and managing high-performing teams.

+ Strong desire to communicate and delight people. A people lover; you must be someone who truly enjoys human interaction and solving client needs.

+ Deep familiarity (ability to learn) with software platforms for inbound/outbound calling, CRM, and lead tracking (e.g., Dialpad, ServiceTitan, & equivalents).

+ Data-driven mindset with the ability to interpret performance analytics and convert insights into action.

+ Excellent communicator with a customer-first mentality and an obsession for improving service quality.

+ Ability to manage and scale a department within a defined budget.

+ Visionary