Customer Experience Manager
About the job
- Experience leading artificial intelligence and automation initiatives in customer service or contact center environments, including assessing opportunities, measuring business impact, balancing automation with customer experience, and driving adoption across teams.
- Previous call center or contact center management experience.
- Demonstrated success managing key performance indicators, customer experience metrics, service levels, conversion rates, and operational performance.
- Experience leading large teams in a fast-paced, customer-focused environment.
- Ability to leverage data to drive performance improvements.
- Ability to partner effectively with senior leaders and stakeholders across multiple business functions.
- Drive performance in customer experience, appointment conversion, quality, service levels, and productivity.
- Lead daily call center operations to ensure efficient handling of customer inquiries, appointment scheduling, and service support.
- Leverage artificial intelligence, automation, and operational technologies to improve customer experience, booking performance, workforce effectiveness, quality assurance, dispatch optimization, and overall service operations.
- Monitor workforce performance, staffing levels, scheduling, and operational metrics to ensure business objectives are achieved.
- Analyze reporting, call center trends, and key performance indicators to identify opportunities for continuous improvement.
- Support onboarding, training, employee development, and performance management initiatives.
- Collaborate with Sales, Marketing, and Operations leadership to align call center performance with company growth objectives.
- Process payroll, maintain documentation, and ensure compliance with company policies and procedures.
About the company
F.H. Furr provides plumbing, heating, air conditioning, and electrical services to homes in Northern Virginia, D.C., and Maryland. The company relies on a team of knowledgeable technicians to install, repair, and maintain state-of-the-art equipment, aiming to get jobs done right the first time. It emphasizes a long-standing, community-oriented approach with a 100% satisfaction guarantee, seeking to be the most trusted provider in its service area. The goal is to deliver reliable home comfort solutions that satisfy customers over the long term through trustworthy service and quality workmanship.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Manassas, Virginia
Founded
N/A
Get referred to F.H. Furr
See people who can refer or advise you
Simplify's Take
What believers are saying
- 2026 added Walter Electric, expanding Baltimore electrical capacity and cross-sell opportunities.
- F.H. Furr's 2026 charity inspections with Hope For The Warriors deepen local brand trust.
- Recent hiring for call-center and service technicians supports continued regional expansion across Virginia and Maryland.
What critics are saying
- BBB shows 170 complaints in three years, signaling persistent service-quality and billing friction.
- BBB customer reviews average 1.15 stars, with complaints about pricing and delays in 2026.
- Open roles linger 131 days median, risking technician shortages and slower response times.
What makes F.H. Furr unique
- F.H. Furr now spans plumbing, HVAC, electrical, and generator sales across Mid-Atlantic markets.
- 2026 postings show 1,000-plus employees and broad service coverage from Manassas to Delaware.
- Partnership-led growth absorbed Walter Electric, A-Quality, Culpeper Home Services, and Short Pump.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Long-Term Disability
Life Insurance
Unlimited Paid Time Off
Paid Vacation
Paid Holidays
Relocation Assistance
Company News
F.H. Furr Plumbing, Heating, Air Conditioning & Electrical (F.H. Furr), a home products and services company in the plumbing, heating, air conditioning, and electrical business, has partnered with Wounded Warrior Project (WWP) to offer their customers discount spring HVAC maintenance inspections, with all inspection proceeds up to $10,000 going to support veterans.
F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical partners with Toys For Tots for fall heating inspections.
F.H. Furr Plumbing, Heating, Air Conditioning & Electrical (F.H. Furr), a home products and services company in the plumbing, heating, air conditioning, and electrical business, is proud to announce its partnership with Lennox for its 2023 Feel The LoveTM program.