Benefits:
Opportunity for advancement
Competitive salary
Flexible schedule
Paid time off
Customer Experience Manager
Koala Insulation of the Sound Shore Westchester County, NY & Fairfield County, CT
Koala Insulation of the Sound Shore is a high-quality, service-oriented insulation contractor serving homeowners and businesses throughout Westchester and Fairfield Counties. We are seeking a highly organized, customer-focused Customer Experience Manager to join our growing team.
This role is ideal for a professional with experience in construction or home services who excels at communication, scheduling, and problem-solving. The Customer Experience Manager will own the customer journey from the first inbound call through project completion, ensuring every customer feels informed, supported, and confident in their decision to work with Koala Insulation.
The successful candidate will be comfortable managing complex scheduling and dispatch, coordinating multiple installation teams and equipment, and will have an interest in AI and technology as tools to improve efficiency, communication, and overall customer satisfaction.
Key Responsibilities
Answer and manage inbound phone calls, emails, and digital inquiries in a professional and friendly manner
Serve as the primary point of contact for customers from initial inquiry through project completion
Schedule sales estimates and coordinate complex production schedules involving multiple crews, job types, and equipment
Dispatch installation teams and adjust schedules based on weather, job progress, and changing priorities
Proactively communicate with customers before, during, and after installation to set expectations and ensure satisfaction
Guide customers through their insulation projects, helping them understand scope, timelines, and next steps
Collaborate closely with sales, production, and management teams to ensure smooth handoffs and accurate scheduling
Maintain accurate customer records in CRM and scheduling systems
Resolve customer concerns and service issues quickly and professionally
Support referral generation, reviews, and customer follow-ups after project completion
Technology, AI & Process Improvement
Utilize CRM, scheduling, and communication platforms to manage customer workflows
Explore and implement AI-driven tools for call handling, scheduling optimization, customer communication, and reporting
Identify inefficiencies and help improve internal processes to enhance customer experience and team productivity
Willingness to learn building science and insulation fundamentals to better support and educate customers
Qualifications
Experience in a construction, trades, or home services company
Proven experience answering phones and managing high-volume customer communication
Strong scheduling and dispatch experience, ideally with multiple crews and moving parts
Highly organized, detail-oriented, and calm under pressure
Excellent verbal and written communication skills
Tech-savvy with an interest in AI, automation, and continuous improvement
Ability to manage multiple projects and priorities simultaneously
Preferred Experience
Experience with home services CRM or scheduling platforms (e.g., Housecall Pro, ServiceMinder, or similar)
Familiarity with insulation, HVAC, roofing, or home performance industries
Experience handling customer reviews, referrals, or customer retention initiatives
Interest in expanding responsibilities into marketing, advertising, or customer engagement strategy
If you’re passionate about delivering exceptional customer experiences and want to play a key role in a growing insulation company, we want to hear from you.
Apply today to join Koala Insulation of the Sound Shore and help turn every customer into a raving fan who refers us to their friends and neighbors.
Flexible work from home options available.