Customer Service Manager

Benefits

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

About Us

American Home Contractors is a fast-growing leader in exterior remodeling: roofing, siding, windows, doors, solar and more. With thousands of 5-star reviews, our mission is simple: to install peace of mind for every homeowner we serve.

We’re expanding and looking for a Customer Service Manager to lead our high-performance Customer Service team and elevate the customer experience across both of our office locations. The Customer Service Manager oversees the daily operations of our Customer Service Representatives (CSRs) in a fast-paced call environment. This role is 100% in-office at either our Fulton, MD or Chantilly, VA location. The manager will travel to the other location several times each month for training, coaching, and team development.

This position is ideal for a motivated leader who thrives in high-volume customer communication, team coaching, and process improvement.

• Lead, train, and mentor a team of Customer Service Representatives.
• Monitor daily call performance, appointment scheduling accuracy, and outbound call KPIs.
• Conduct coaching sessions, performance reviews, and call quality evaluations.
• Ensure CRM accuracy (Zoho) through consistent oversight and training.
• Oversee inbound calls, 150+ outbound warm-call expectations per CSR, and real-time text communication through Podium.
• Resolve escalated customer concerns and ensure a positive customer experience.
• Maintain staffing schedules, productivity expectations, and performance accountability.
• Improve department processes, SOPs, and workflow efficiency.
• Collaborate with Sales, Production, and leadership to ensure smooth customer handoffs.

Required:

• 3+ years of experience in customer service management or team leadership.
• Experience in call centers, dispatching, appointment setting, or high-volume customer service roles.
• Strong coaching, communication, and team-building abilities.
• Highly organized with excellent attention to detail.
• Tech-savvy and comfortable working with CRMs, call software, and communication tools.
• Ability to work in-office full-time and travel between offices as needed.

Preferred:

• Experience in the home improvement, construction, trades, or home services industries.
• Familiarity with Zoho CRM, Podium, or similar systems.

• Salary up to $65,000 + performance bonus
• Health Insurance: HSA & PPO options
• Paid Time Off + Paid Holidays
• Company-Paid Life Insurance & AD&D & STD
• 401(k) with employer match
• Growth opportunities within a fast-expanding company
• Supportive and collaborative team culture

At American Home Contractors, you’re not just managing a team, you’re shaping the first impression of a highly rated, industry-leading brand. We value professionalism, accountability, and career growth. You’ll have the tools, support, and autonomy to build an elite customer service operation.

If you’re a driven, people-focused leader who thrives in a fast-paced environment, we want to hear from you. Apply now and take the next step in your career with American Home Contractors.