Customer Engagement Performance Coach

Job Description

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
• Feels coached, supported, and accountable

You’re not here to manage volume.
You’re here to change outcomes through coaching and execution.

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
• Ensuring accurate documentation and workflow compliance inside ServiceTitan

This is a hands on leadership role with real accountability for results.

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
• Clean scheduling, coverage, and execution

Who Thrives in This Role

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
• Want authority to fix what isn’t working

Experience coaching or developing customer service or customer engagement teams is required. Experience supporting service levels, staffing, or operational flow is important.

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:
  1. Can Do
  2. Deliver WOW
  3. Always Growing
  4. Always Do the Right Thing
  5. Be Kind

What It Feels Like to Work Here

• You’re trusted to lead.
• Your coaching matters.
• Your decisions create visible impact.

You’re not managing activity for reporting’s sake.
You’re building a customer engagement team people feel when they interact with Blanton’s.

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.