Customer Service Manager

Customer Service Manager

Position at Accent Countertops

Location: SLC, Utah | Schedule: In office, 8:00 a.m. to 5:00 p.m.

Reports to: Operations Manager | Team size: 8

Founded in 1985, Accent Countertops fabricates and installs granite, quartz, and solid surface countertops for customers throughout the Intermountain Region. We serve homeowners, builders, commercial customers, and retail partners. Our team focuses on quality, efficient operations, and continuous improvement.

The Opportunity

We are seeking an experienced Customer Service Manager to lead our customer service and project coordination team. This 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.

You will bring professional customer service training, demonstrated people-management experience, and a record of improving service performance. Accent provides training on countertop products, production processes, and internal systems.

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, 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.

Required 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.

Preferred Qualifications

• 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.

Benefits

Medical, dental, and vision coverage; paid time off; and holiday pay.