Customer Experience Lead — Project Coordination

FLOFORM Countertops; Salt Lake City (UT); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision coverage

Paid time off

Holiday pay

Résumé du poste

Accent Countertops in Salt Lake City is seeking an experienced Customer Service Manager to lead our customer service and project coordination team. You will drive proactive communication, efficient handoffs from order acceptance through installation, and ensure consistent follow-through with customers.

The ideal candidate will bring professional training in customer service, strong people-management experience, and a track record of improving service performance.

Qualifications

• At least three years of customer service experience, including at least one year directly managing a customer-facing team.
• Completed structured professional training in customer service, complaint resolution, de-escalation, or service leadership through an employer, training organization, or certification program. Ability to explain the training and demonstrate how you applied it.
• Demonstrated experience coaching employees, addressing performance issues, and improving measurable service results.
• Experience personally resolving escalated complaints involving delays, quality concerns, billing disputes, or service failures.

Responsabilités

• Lead, coach, and hold the team accountable for service quality, accuracy, responsiveness, and follow-through. Manage hiring, onboarding, workload distribution, coverage, performance reviews, and employee development.
• Establish and reinforce phone, email, and text communication standards. Ensure customers understand project requirements, next steps, and realistic timelines, with proactive updates when conditions or schedules change.
• Provide ongoing training in listening, expectation setting, de-escalation, service recovery, and difficult customer conversations. Review actual customer interactions and project records, and provide individual coaching.
• Serve as the primary escalation point for customer complaints. Coordinate corrective action, communicate realistic commitments, document decisions, and confirm resolution with the customer.
• Work with sales, scheduling, templating, fabrication, installation, and accounting to resolve problems and improve handoffs, job readiness, order accuracy, and timely release into production.
• Ensure accurate project records, approvals, change orders, pricing, payment status, and customer communications in company systems and applicable partner portals. Coordinate billing and payment discrepancies with accounting.

Connaissances

Customer service leadership

Coaching

Communication

Problem resolution

Formation

Structured professional training in customer service

Description du poste

Accent Countertops in Salt Lake City is seeking an experienced Customer Service Manager to lead our customer service and project coordination team. You will drive proactive communication, efficient handoffs from order acceptance through installation, and ensure consistent follow-through with customers.

The ideal candidate will bring professional training in customer service, strong people-management experience, and a track record of improving service performance.