Customer Experience Lead-Operations & Maintenance

WHAT YOU'LL DO

• Own the customer experience across the O&M portfolio, from intake to invoice, making sure every customer feels looked after and informed.
• Book service calls, coordinate scheduling with the field team, and dispatch work orders to technicians and subtrades.
• Prepare, issue, and follow up on customer invoices for service work, billable repairs, and O&M agreements; reconcile billable hours and materials with the field team.
• Sell and renew O&M service packages, prepare quotes for additional service work, and grow recurring revenue from the existing portfolio.
• Manage the service desk inbox and phone line; triage incoming requests and set clear response and resolution expectations.
• Track and report on service KPIs (response time, resolution time, customer satisfaction, billable utilization, O&M renewal rate).
• Build and maintain documented service writing processes, workflows, and templates so the c...