Customer Experience Team Lead, Channel Support (New Homes)
Skills
- Strong organizational and communication skills
- Proficiency in Salesforce, contact center tools, Microsoft Office/Google Workspace
- Customer empathy and problem-solving skills
- Knowledge of billing, collections, and customer service procedures
- Ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Supervise and mentor Customer Experience Specialists supporting Channel Partner and New Homes customers
- Provide coaching, training, and performance feedback to ensure service consistency
- Monitor KPIs to drive accountability and continuous improvement
- Serve as main contact between builder partners, CX/Operations teams, and field technicians
- Manage escalations and complex customer cases with timely resolution
- Align team efforts with broader builder channel goals and partner SLAs
- Identify service delivery gaps and implement workflow improvements
- Ensure adherence to operating procedures for case management and communication
- Use CRM and communication platforms to manage cases and document resolutions
- Generate performance and insight reports for leadership
- Act as customer voice to support product, service, and communication improvements
- Liaise across departments to support team and resolve issues
- Ensure compliance with relevant laws, contracts, and policies
Education
- High School Diploma or GED required
- Bachelor’s degree preferred or equivalent work experience
Benefits
- Equal Opportunity Employer
- Reasonable accommodations under the ADA
- Diversity committed workplace
Average salary estimate
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