Customer Service Manager - Project Coordination

Floform; Salt Lake City (UT); In loco; USD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical coverage

Dental coverage

Vision coverage

Paid time off

Holiday pay

Descrizione del lavoro

Accent Countertops in Salt Lake City, Utah is seeking an experienced Customer Service Manager to lead our service and project coordination team. This role drives proactive communication, resolves complaints, and ensures seamless handoffs from order acceptance through installation and service completion.

Ideal candidates bring professional customer service training, people-management experience, and a track record of improving service performance.

Competenze

• 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.
• 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.

Mansioni

• Lead, coach, and hold the team accountable for service quality, accuracy, responsiveness, and follow-through.
• 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.

Descrizione del lavoro

Accent Countertops in Salt Lake City, Utah is seeking an experienced Customer Service Manager to lead our service and project coordination team. This role drives proactive communication, resolves complaints, and ensures seamless handoffs from order acceptance through installation and service completion.

Ideal candidates bring professional customer service training, people-management experience, and a track record of improving service performance.