Customer Service Manager

FloForm Countertops•Salt Lake City, UT

9d•Onsite

About The Position

Accent Countertops is seeking an experienced Customer Service Manager to lead its customer service and project coordination team. The manager is accountable for proactive customer communication, effective complaint resolution, accurate project handoffs, and consistent follow-through from order acceptance through installation and service completion. The role includes leading an eight-person team and working with sales, scheduling, templating, fabrication, installation, and accounting to support accurate, timely project execution. Accent provides training on countertop products, production processes, and internal systems.

Requirements

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 completed training and demonstrate how it was applied.
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.

Nice To Haves

Experience in countertops, construction, remodeling, installation, manufacturing, or another business with complex project-based customer service.
Experience serving homeowners, builders, contractors, or retail partner accounts.
Experience with EOS, departmental scorecards, root-cause analysis, or other structured management and improvement practices.

Responsibilities

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, and provide proactive updates when conditions or schedules change.
Train the team in listening, expectation setting, de-escalation, service recovery, and difficult customer conversations.
Review 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 customers.
Collaborate 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.