Job Title: Director of Customer Experience

Location: Quell Pest Control Headquarters (Arizona)

Service Branch Locations: Arizona, Texas, and Florida

Reports To: CEO or COO

Position Overview

Quell Pest Control is seeking a Director of Customer Experience to lead and optimize our Customer Service, Customer Retention, and Billing Departments. This leadership role will focus on enhancing customer satisfaction, improving operational efficiency, and driving company-wide initiatives to deliver exceptional customer experiences. The Director will play a key role in aligning our customer-facing strategies with our overall business goals.

Key Responsibilities

Leadership and Team Management

Oversee the Customer Service, Customer Retention, and Billing Departments, ensuring all teams operate efficiently and align with company objectives.
Manage, mentor, and develop departmental managers (e.g., Customer Service Manager, Retention Manager, Billing Manager) and their teams.
Foster a customer-centric culture across all departments.

Customer Experience Strategy

Develop and implement strategies to enhance the customer journey, from onboarding to service delivery and beyond.
Drive initiatives to improve customer satisfaction (CSAT), retention, and Net Promoter Score (NPS).
Identify and address pain points in the customer experience through data-driven insights.

Operational Oversight

Ensure the Customer Service Department provides prompt, empathetic, and effective support to customers.
Collaborate with the Customer Retention Department to proactively reduce churn, save cancellations, and execute win-back campaigns.
Monitor the Billing Department to maintain accurate and efficient invoicing, collections, and payment processes.

Metrics and Performance Management

Establish and track KPIs for each department, including:
First Call Resolution (FCR), Average Handle Time (AHT), and CSAT for Customer Service.
Retention rates, cancellation save rates, and churn reduction for Customer Retention.
Billing accuracy, collections success rates, and AR metrics for the Billing Department.
Use analytics to identify trends, improve performance, and optimize processes.

Customer Advocacy and Feedback

Serve as the voice of the customer within the organization, ensuring their needs and expectations are prioritized.
Develop systems to collect and analyze customer feedback, using insights to inform company-wide improvements.

Cross-Functional Collaboration

Work closely with the Field Operations, Marketing, Sales, and Technology teams to ensure a consistent and seamless customer experience across all touchpoints.
Collaborate with leadership to align customer experience strategies with company goals.

Team Growth and Development

Lead training programs for customer-facing teams to enhance their skills in communication, conflict resolution, and service excellence.
Build out team structures as call volumes and operational demands grow, hiring new team members and developing future leaders.

Requirements

Education and in a leadership role.

Proven experience managing and scaling customer-facing teams in a service-based industry ( is a plus).

Skills and Competencies

Strong leadership and team-building abilities.
Exceptional communication and interpersonal skills.
Proficiency in analyzing and using data to drive decision-making.
Expertise in customer experience strategies, retention techniques, and billing operations.
Familiarity with CRM systems and customer service technologies.
Ability to manage multiple priorities in a fast-paced environment.

Performance Metrics

Success in this role will be measured by:

Improved customer retention and reduced churn.
Enhanced customer satisfaction and NPS scores.
Efficiency and accuracy in billing and collections.
Team engagement and performance improvements across departments.

Compensation and Benefits

Competitive salary based on experience.
Performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Paid time off and holidays.
Opportunities for professional development.

About Quell Pest Control

Quell Pest Control has been delivering outstanding pest management services since 2020. Our mission is to provide families and businesses with peace of mind through reliable, high-quality pest control solutions. With a strong focus on customer experience, we strive to exceed expectations at every step of the journey.

Ready to join our team?

Apply now and help us shape the future of customer experience at Quell Pest Control!

Job Type: Full-time

Pay: $93,297.00 - $102,616.00 per year

Benefits:

Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Shift:

8 hour shift

Experience:

Customer retention: 5 years (Required)
Customer service: 5 years (Required)
call center: 5 years (Required)

Work Location: In person

Quell Pest Control

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Director of Customer Experience