Customer experience manager Jobs in Stamford, CT

Benefits:

• Opportunity for advancement
• Competitive salary
• Flexible schedule
• Paid time off

Customer Experience Manager


Koala Insulation of the Sound Shore
Westchester County, NY & Fairfield County, CT


Koala Insulation of the Sound Shore is a high-quality, service-oriented insulation contractor serving homeowners and businesses throughout Westchester and Fairfield Counties. We are seeking a highly organized, customer-focused Customer Experience Manager to join our growing team.


This role is ideal for a professional with experience in construction or home services who excels at communication, scheduling, and problem-solving. The Customer Experience Manager will own the customer journey from the first inbound call through project completion, ensuring every customer feels informed, supported, and confident in their decision to work with Koala Insulation.


The successful candidate will be comfortable managing complex scheduling and dispatch, coordinating multiple installation teams and equipment, and will have an interest in AI and technology as tools to improve efficiency, communication, and overall customer satisfaction.


Key Responsibilities

• Answer and manage inbound phone calls, emails, and digital inquiries in a professional and friendly manner
  
  
• Serve as the primary point of contact for customers from initial inquiry through project completion
  
  
• Schedule sales estimates and coordinate complex production schedules involving multiple crews, job types, and equipment
  
  
• Dispatch installation teams and adjust schedules based on weather, job progress, and changing priorities
  
  
• Proactively communicate with customers before, during, and after installation to set expectations and ensure satisfaction
  
  
• Guide customers through their insulation projects, helping them understand scope, timelines, and next steps
  
  
• Collaborate closely with sales, production, and management teams to ensure smooth handoffs and accurate scheduling
  
  
• Maintain accurate customer records in CRM and scheduling systems
  
  
• Resolve customer concerns and service issues quickly and professionally
  
  
• Support referral generation, reviews, and customer follow-ups after project completion
  
  

Technology, AI & Process Improvement

• Utilize CRM, scheduling, and communication platforms to manage customer workflows
  
  
• Explore and implement AI-driven tools for call handling, scheduling optimization, customer communication, and reporting
  
  
• Identify inefficiencies and help improve internal processes to enhance customer experience and team productivity
  
  
• Willingness to learn building science and insulation fundamentals to better support and educate customers
  
  

Qualifications

• Experience in a construction, trades, or home services company
  
  
• Proven experience answering phones and managing high-volume customer communication
  
  
• Strong scheduling and dispatch experience, ideally with multiple crews and moving parts
  
  
• Highly organized, detail-oriented, and calm under pressure
  
  
• Excellent verbal and written communication skills
  
  
• Tech-savvy with an interest in AI, automation, and continuous improvement
  
  
• Ability to manage multiple projects and priorities simultaneously
  
  

Preferred Experience

• Experience with home services CRM or scheduling platforms (e.g., Housecall Pro, ServiceMinder, or similar)
  
  
• Familiarity with insulation, HVAC, roofing, or home performance industries
  
  
• Experience handling customer reviews, referrals, or customer retention initiatives
  
  
• Interest in expanding responsibilities into marketing, advertising, or customer engagement strategy
  
  

If you’re passionate about delivering exceptional customer experiences and want to play a key role in a growing insulation company, we want to hear from you.