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Role Description

The Client Experience (CX) Manager leads the Project Scheduling team and plays a key role in ensuring projects are scheduled efficiently while delivering a high-quality customer experience. This role is responsible for managing and developing a team of CX Associates, maintaining rapid response times to scheduling requests, and ensuring projects are coordinated effectively with field teams.

The CX Manager works closely with internal departments to maintain operational alignment and support company goals. This position focuses on improving processes, monitoring performance metrics, and ensuring scheduling operations run smoothly to support both team success and company growth.

• Lead, develop, and manage a high-performing Client Experience team responsible for project scheduling and customer communication.
• Provide coaching, performance management, growth development, and disciplinary action when necessary.
• Ensure rapid and efficient scheduling of projects, including managing high volumes of outbound calls, texts, and emails.
• Oversee the creation and accuracy of work orders for every project, ensuring technician scheduling details, notes, billing information, and signed work authorizations are properly documented.
• Monitor field technician schedules to ensure balanced workloads and optimal utilization.
• Ensure the CX team maintains shared scheduling inboxes and meets response time expectations.
• Collaborate with Business Development Executives to confirm project scope, scheduling needs, and pricing details.
• Review reports regularly to monitor team productivity, work order accuracy, department utilization, and scheduling performance.
• Ensure pending projects are followed up on and scheduled in a timely manner.
• Verify that appropriate coverage is confirmed for high-risk insurance claims when required.
• Develop and improve operational processes and workflows to increase efficiency and support company growth.
• Partner with the executive leadership team on strategic planning and operational improvements.
• Support and de-escalate complex client or employee concerns when needed.

Qualifications

• Proven leadership and management experience with a strong focus on performance and accountability.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• Excellent communication skills with the ability to collaborate across departments and contribute to decision-making.
• Experience managing scheduling operations or service coordination teams.
• Proficiency with Microsoft Office.
• Experience using QuickBooks (preferred).
• Typing speed of at least 40 words per minute.
• 3–5 years of experience in the restoration or environmental services industry (preferred).
• Bachelor’s degree (preferred).
• Bilingual English/Spanish is a plus.

Company Description

TRUST Environmental Services is an environmental services company based in Camarillo, California, providing environmental solutions for both commercial and residential clients. Our team supports fast-paced field operations with strong internal departments focused on accuracy, accountability, collaboration, and exceptional client service.