Office Manager/CSR Operations

American Home Contractors

9d • Onsite

About The Position

American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations.

With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve.

We are seeking a hands-on Office Manager – Customer Service Operations to oversee daily office operations and lead our Customer Service Representative (CSR) team across two office locations.

This role is ideal for a leader who enjoys staying connected to day-to-day operations while also developing people, improving processes, and maintaining strong team performance. The Office Manager will play a key role in ensuring smooth coordination between customer service, sales, and field operations.

This is a 100% in-office position, based out of either Fulton, MD or Chantilly, VA, with time spent in both offices.

Our Office & Customer Service Environment
High-volume inbound and outbound call activity
CSRs average 90–150 outbound calls per day
Strong emphasis on customer experience and responsiveness
Real-time scheduling adjustments and coordination with field teams
CRM accuracy directly impacts operational efficiency
The team supports multiple business lines, including Tune-Ups, Retail Projects, and Solar

Requirements

• 3+ years of experience in office management, operations, or customer service leadership
• Experience supervising or mentoring team members
• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Comfort working in a fully in-office role across two locations

Nice To Haves

• Experience in home services, construction, or related industries
• Familiarity with CRM systems (Zoho, Salesforce, etc.)
• Experience supporting scheduling, dispatching, or service teams

Responsibilities

• Oversee daily office operations and ensure smooth workflow across departments
• Coordinate communication between customer service, sales, and field teams
• Support scheduling, dispatching, and real-time adjustments throughout the day
• Maintain organization, structure, and accountability within the office
• Lead, coach, and support a team of Customer Service Representatives
• Provide ongoing feedback, guidance, and performance support
• Conduct 1:1 meetings, coaching sessions, and team check-ins
• Assist with hiring, onboarding, and training new team members
• Monitor call handling, responsiveness, and service quality
• Assist with escalated customer concerns and ensure professional resolution
• Support team members in delivering a high-quality customer experience
• Reinforce communication standards and service expectations
• Ensure CRM (Zoho) data is accurate and consistently maintained
• Review workflows and identify opportunities for improved efficiency
• Help refine internal processes, scripts, and standard operating procedures
• Support reporting and basic performance tracking

Benefits

• 401(k)
• 401(k) matching
• Company parties
• Dental insurance
• Donation matching
• Free food & snacks
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed