Customer Service Manager, Construction

Atlanta West Carpets LLC•McDonough, GA

7d•Hybrid

About The Position

The Customer Service Manager plays a critical role in overseeing the day-to-day customer service and project support operations for our countertop installation business. This position works closely with builders, homeowners, vendors, field teams, installers, and internal operations staff to ensure projects move efficiently from scheduling through completion. Success in this role means customer concerns are resolved quickly, installation schedules remain organized and accurate, service issues are handled proactively, and communication between all parties is timely and professional. This role combines hands-on customer service coordination with operational oversight and team leadership in a fast-paced construction environment.

Requirements

Minimum 3+ years of customer service, project coordination, scheduling, or operations experience required.
Previous experience working in construction, homebuilding, flooring, cabinetry, countertops, manufacturing, logistics, or other fast-paced operational environments required.
Experience handling customer escalations, scheduling coordination, and high-volume communication in a service-driven environment.
Strong organizational skills with the ability to manage multiple priorities, timelines, and customer needs simultaneously.
Strong computer and technical skills, including experience using scheduling systems, customer portals, Microsoft Office, and operational software systems.
Ability to communicate professionally and effectively with customers, vendors, field teams, and leadership.
Must be legally authorized to work in the United States.

Nice To Haves

Previous leadership, lead CSR, or supervisory experience.
Experience supporting residential construction or installation operations.
Familiarity with countertop, flooring, cabinetry, or building materials industries.
Experience working with builders, subcontractors, or construction site personnel.
Bilingual (English/Spanish) skills.
Experience in the countertop or stone industry is helpful but not required. We are willing to train motivated candidates with strong operational and customer service experience.

Responsibilities

Ensure customer service requests, installation updates, service issues, and project communications are handled accurately and professionally.
Oversee daily customer service workflows including scheduling support, installation coordination, service escalations, and warranty-related matters.
Maintain accurate service records, installation documentation, scheduling updates, and operational reports within company systems and vendor portals.
Coordinate closely with Operations, Sales, Production, Field Teams, Vendors, and Installers to support efficient project execution and customer satisfaction.
Monitor installation schedules, service requests, and open items to help prevent delays, communication breakdowns, or unresolved customer concerns.
Support and oversee the Customer Service Representative team member, providing guidance, training, accountability, and day-to-day support.
Step in to perform customer service and scheduling responsibilities directly during peak periods, coverage gaps, or operational needs.
Escalate installation, scheduling, or customer concerns appropriately while driving timely and solution-oriented resolutions.
Review operational reports, installation documentation, and service-related data to identify trends, inefficiencies, or areas for process improvement.
Ensure vendor communication, customer updates, and internal follow-up activities are completed promptly and professionally.
Maintain strong relationships with builders, homeowners, vendors, field personnel, and internal teams to support long-term customer satisfaction and operational success.
Support continuous improvement efforts by helping develop and improve service processes, communication standards, and workflow efficiency.
Perform other job-related duties as assigned.