{"id":3429241,"url":"https://alion.io/job/floform-customer-service-manager","title":"Customer Service Manager","company":{"id":4418161,"name":"floform","domain":"floform.com","url":"https://alion.io/company/floform","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salt Lake City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4938},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T23:41:03Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-04T00:43:22Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Description\nPosition at Accent Countertops\nCustomer Service Manager\nAccent Countertops\nLocation: SLC, Utah|Schedule: In office, 8:00 a.m. to 5:00 p.m.\nReports to: Operations Manager|Team size: 8\nAbout Accent Countertops\nFounded 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. Learn more at www.accentcountertops.com.\nThe Opportunity\nWe 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.\nYou 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.\nResponsibilities\nLead, 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.\nEstablish 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.\nProvide 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.\nServe as the primary escalation point for customer complaints. Coordinate corrective action, communicate realistic commitments, document decisions, and confirm resolution with the customer.\nWork with sales, scheduling, templating, fabrication, installation, and accounting to resolve problems and improve handoffs, job readiness, order accuracy, and timely release into production.\nEnsure 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.\nRequired Qualifications\nAt least three years of customer service experience, including at least one year directly managing a customer-facing team.\nCompleted 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.\nDemonstrated experience coaching employees, addressing performance issues, and improving measurable service results.\nExperience personally resolving escalated complaints involving delays, quality concerns, billing disputes, or service failures.\nPreferred Qualifications\nExperience in countertops, construction, remodeling, installation, manufacturing, or another business with complex project-based customer service.\nExperience serving homeowners, builders, contractors, or retail partner accounts.\nExperience with EOS, departmental scorecards, root-cause analysis, or other structured management and improvement practices.\nBenefits\nMedical, dental, and vision coverage; paid time off; and holiday pay.","description_format":"text","description_chars":3554,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-10-28T23:41:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":29,"reasons":["conf:1","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/floform-customer-service-manager","json_url":"https://alion.io/job/floform-customer-service-manager.json","meta":{"generated_at":"2026-11-04T01:10:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1781,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418161},"rest":"https://alion.io/mcp/rest/get_company?id=4418161"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffloform-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffloform-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffloform-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/floform-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffloform-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3429241}},{"tool":"search_jobs","arguments":{"company":"floform.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3429241},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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