Customer Experience Manager

Job Description

Company Overview :

The Acme Fence is designed for beauty and built to last. Since Grandpa Harry started the company in 1939, the Acme Fence name has set the standard for durability, value, quality and beauty in residential and commercial fencing across Northeast Ohio.

Today, Acme Fence is a growing fourth generation family-owned business and we continue to set a high standard to honor the legacy of our grand-parents and for our future grandchildren. Our experienced staff provide timely, responsive, personal service and professional guidance.

Core Values :

Safe : All Acme Fence professionals, in the shop, on the road and on location, maintain a clean, organized and safe work environment while acting with a safety mindset.

Proud : As professional tradespeople, we take pride in our work. Therefore, we source only high-quality materials and employ a professional team to bring customers the Acme Fence, designed for beauty and built to last.

Proactive : We anticipate customer needs and expectations and are prepared to act in a timely, resourceful and professional way. Our team is proficient in technical skills, attention to detail, time management and problem-solving abilities, to give customers the level of service they expect.

Collaborative : We work together as a supportive team to achieve project completion and customer satisfaction. We are open to sharing knowledge and expertise with each other and contributing to a positive and cohesive work environment in each community we serve.

Communicative : The Acme Fence experience delivers peace-of-mind throughout the entire customer journey. We communicate with teammates, customers and local communities during every step of the design and installation workflow. Modern technology coupled with our personal touch assures transparency in everything we do from the first time a customer speaks with an Acme Fence team member through to completion.

Position Overview :

We are seeking a highly organized, customer-focused, and detail-oriented Customer Experience Manager to join our growing team. Reporting to the General Manager, this key role is responsible for ensuring an exceptional end-to-end experience for our residential and commercial customers—from first contact through job completion. As the primary liaison between customers and our operations team, the Customer Experience Manager plays a critical role in communication, scheduling, order processing, and relationship management.

Key Responsibilities :

Customer Communication & Engagement

• Answer inbound calls and respond to customer inquiries via phone, email, and social media.
• Manage and respond to leads from the company’s info inbox and GoHighLevel system.
• Qualify incoming leads and schedule design consultations.
• Provide phone estimates for residential fences, gates, and smaller jobs.
• Offer ongoing customer updates throughout the project lifecycle.
• Follow up after job completion to collect feedback and request Google Reviews.
• Coordinate communication between customers and field teams to ensure a smooth project experience.

Scheduling

Project Coordination

AR Collections

Retail Sales Processing

Candidate Qualifications :

Preferred Qualifications :

Work Schedule :

Desired Competencies / Abilities :

Compensation & Benefits