Customer Engagement Performance Coach
3 days ago
Fayetteville
Job Description Full Time | Fayetteville NC or Raleigh NC Base Salary: $70,000 to $85,000 plus performance bonus This Role Is for a Coach Who Wants Ownership, Not Just Activity You’ve seen the problem. Calls are answered. Texts go out. Messages get handled. But booking effectiveness stalls, customer experience slips, and coaching doesn’t translate into real improvement. At Blanton’s, this role exists to own engagement performance, not just monitor it. If you’re someone who knows how to coach behaviors, elevate customer interactions across phone, text, and messaging, and drive real results, keep reading. The Game You’re Here to Win As the Customer Engagement Performance Coach, your mission is clear, Build a high performing customer engagement team that consistently: • Converts inbound opportunities into booked appointment, • Delivers a WOW customer experience across every channel, • Protects service levels and brand trust What You’ll Be Responsible For • Coaching Customer Service Representatives through structured one on one and group coaching, • Listening to live and recorded calls and reviewing text and message conversations, • Delivering clear, actionable feedback tied directly to performance, • Helping each CSR understand exactly how to win in their role, • Creating individualized development plans based on data and observed behaviors, • Improving booking effectiveness, engagement quality, speed to answer, and abandonment, • Supporting daily customer engagement execution to protect experience and flow, • Partnering closely with Dispatch, Field Operations, and Central Operations, • Managing escalations and resolving customer issues quickly and professionally, • Ensuring consistent execution of scripts, policies, and service standards, • Identifying workflow breakdowns and recommending improvements, • Supporting rollout of new systems, scripts, and process changes How Success Is Measured You’ll know you’re winning when you see: • Improved appointment booking effectiveness, • Stronger engagement quality and customer experience scores, • Reduced complaints and escalations, • Consistent achievement of service level targets, • Higher CSR engagement and retention This role is a strong fit if you: • Enjoy coaching people while holding clear standards, • Are comfortable giving direct, respectful feedback, • Can translate data into behavior change, • Care deeply about customer experience across all channels, • Prefer ownership and clarity over micromanagement Why Coaches Choose Blanton’s • Family owned since 1951 and growing every year, • Clear expectations and leadership alignment, • Authority to coach what actually drives results, • Strong systems and operational support, • Competitive benefits including medical, dental, vision, life insurance, and 401k, • A culture built on execution, growth, and doing the right thing, • Our core values guide how we work:, • Can Do, • Deliver WOW, • Always Growing, • Always Do the Right Thing, • You’re trusted to lead., • Your coaching matters. This Is Your Shot If you’re ready to coach with purpose, improve execution, and build a career where your leadership shows up in real results, apply today. Blanton’s Air Plumbing and Electric Delivering WOW Since 1951 Blanton’s is an Equal Opportunity Employer.