What are the responsibilities and job description for the Office Manager/CSR Operations position at American Home Contractors?
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
About American Home Contractors
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.
Position Overview
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
What You’ll Do
Office Operations
- 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
Team Leadership
- 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
Customer Service Oversight
- 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
Process & Systems
- 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
What Success Looks Like
- A well-organized, efficient office environment
- Strong team engagement and accountability
- Consistent, high-quality customer communication
- Smooth coordination between office and field teams
- Reliable systems and processes that support daily operations
What We’re Looking For
Required
- 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
Preferred
- Experience in home services, construction, or related industries
- Familiarity with CRM systems (Zoho, Salesforce, etc.)
- Experience supporting scheduling, dispatching, or service teams
Why This Role Is Unique
This role offers the opportunity to take ownership of daily office operations while leading a customer-facing team that directly impacts the customer experience.
It is ideal for someone who enjoys being hands-on, building structure, supporting a team, and playing a central role in how the business operates day-to-day.
Salary : $60,000 - $75,000