Customer Experience Group Lead

Customer Experience Team Lead - Join Hearth & Home Technologies and Be the Voice of Our Customers! This position is onsite in Lake City, MN.

Are you passionate about delivering outstanding customer service and leading teams to success? At Hearth & Home Technologies (HHT), we're looking for a dynamic Customer Experience Team Lead to serve as the frontline expert for technical support and team mentorship. You'll engage with a diverse range of customers - from architects and builders to distributors and consumers - resolving inquiries, coordinating resources, and ensuring a seamless experience. If you're skilled at problem-solving, coaching others, and thrive in a fast-paced, customer-focused environment, this is your chance to grow your career with competitive pay, advancement opportunities, and a supportive culture.

What You'll Do:

• Serve as the first point of contact for customer questions about product specifications, installation, troubleshooting, parts availability, pricing, and codes across multiple channels: phone, email, and chat.
• Manage and assign customer cases - from routine inquiries to escalations - including handling sensitive issues involving BBB and Attorney General inquiries, social media, and public reviews.
• Collaborate with internal teams (IT, engineering, quality, sales, and more) to swiftly and effectively address customer needs.
• Monitor key performance metrics (CSAT, call handling, call abandonment, agent availability) to continuously enhance team results.
• Mentor and support team members in technical knowledge and complex problem resolution.
• Drive ongoing team development through hands-on training initiatives and digital knowledge sharing.
• Oversee daily team operations including staffing schedules, phone/web coverage, onboarding new members, and implementing process improvements.
• Work with flexibility during peak seasons to meet business demands.

What You Bring:

• High school diploma (or GED) plus 2 years of post-secondary education, experience in customer support, sales, call center operations, the hearth industry or equivalent combination
• Exceptional communication, negotiation, and conflict resolution skills, balancing customer satisfaction with business needs.
• Ability to understand technical drawings and translate complex information clearly.
• Proficiency in Windows and Microsoft Office applications.
• Drive to pursue NFI Hearth Design Specialist certification within your first year.

Nice to Have:

• 5+ years in customer service or call center roles.
• Experience with Salesforce and phone systems like Five9.
• Bachelor's degree
• Hearth industry experience (2+ years).

Why Hearth & Home Technologies?
We're committed to innovation, quality, and outstanding service in the hearth industry. Join a collaborative environment where your leadership directly shapes customer satisfaction and team growth. Earn opportunities to advance your career-potential paths include supervisor, Sales Account Manager, or Technical Specialist III.

Ready to make an impact with a company that values your expertise and leadership? Apply today to join the Hearth & Home Technologies family!

In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Our company endeavors to make www.hearthnhome.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 952-985-6000 or via email at [emailprotected]. The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.