Contact Center Experience & Conversion Coach
18 days ago
Fayetteville
Job Description Build a Career Where Coaching Drives Real Results Fayetteville, NC / Raleigh, NC Base Salary: $55,000–$75,000 + Performance Bonus Tired of Coaching Without Real Impact? Too often, contact center leaders are asked to coach without the authority, clarity, or support to truly improve performance. Metrics are tracked, but behaviors don’t change. Service levels slip. Strong CSRs don’t get the development they deserve. At Blanton’s, this role exists to own coaching outcomes and call center execution. The Contact Center Sales & Experience Coach is a hands-on leader responsible for improving customer experience, appointment booking effectiveness, and operational performance through structured coaching, training, and accountability. Why Coaches Choose Blanton’s • Clear Ownership:You coach behaviors that directlyimpactbooking effectiveness, call quality, and service levels., • Operational Authority:You support daily call center execution to protect customer experience., • Stable, Growing Company:Family-owned since 1951 and expanding every year., • Defined Expectations:Clear KPIs, reporting cadence, and leadership alignment., • Support & Development:We invest in leaders who want to grow and improve systems., • Can Do, • Deliver WOW, • Always Growing, • Always Do the Right Thing, • Coach Customer Service Representatives through structured one-on-one and group coaching, • Monitor inbound calls and deliver clear, actionable feedback to improve booking effectiveness and customer experience, • Create individualized development plans based on performance data and observed behaviors, • Track and manage KPIs including booking rate, call quality, abandonment, and speed to answer, • Hold CSRs accountable to performance expectations while supporting growth, • Support day-to-day call center execution including queue flow, coverage, and prioritization, • Partner with Dispatch, Field Operations, and Central Operations to maintain service levels and capacity targets, • Manage escalations and resolve customer issues quickly and professionally, • Ensure consistent execution of policies, processes, scripts, and service standards, • Identify operational bottlenecks and recommend workflow or process improvements, • Support implementation of new systems, scripts, and process changes, • Proven experience coaching or developing customer service or contact center teams, • Experience supporting or managing call center operations, service levels, or staffing, • Strong communication and interpersonal skills, • Improved appointment booking effectiveness, • Improved call quality and customer experience scores, • Reduced customer complaints and escalations, • Consistent achievement of service level targets (speed to answer, abandonment), • Improved CSR engagement and retention When you step into Blanton’s, you’re trusted to lead. Your coaching matters. Your decisions improve real outcomes. You’re supported by strong systems, clear expectations, and leadership that values execution and accountability. You’re not managing numbers in a vacuum - you’re building a high-performing, customer-focused team. This Is Your Shot If you’re ready to coach with purpose, improve execution, and build a career where your leadership makes a measurable difference, apply today. Blanton’s Air, Plumbing & Electric Delivering WOW Since 1951 Blanton’s is an Equal Opportunity Employer.