Customer Service Operations Jobs in Michigan (NOW HIRING)

About Diamond

Diamond is one of the Midwests leading concrete sawing companies, delivering high-quality work across multiple locations in Michigan. We run on a real commitment to safety, efficiency, and customer satisfaction, and we back our people with superior equipment, innovative technology, OSHA-certified training, and a welcoming, positive team environment. Our values the Diamond Way create a culture where you can do the best work of your career. We take care of the people who take care of our customers.

About the Role

This is the nerve center of our entire operation, and were looking for someone to own it.

As Director of Service, youll run the dispatch and scheduling operation that keeps our field crews moving. Youre the link between our clients, our field crews, and our sales and operations leadership, and youre the person who keeps everything on track when a day goes sideways.

Concrete cutting is a craft, and the seat that keeps it running is just as specialized. This is the person who stays calm when everythings on fire, who can have three people talking at once, a schedule falling apart, and a client who needs an answer right now, and still keep it all moving. If you love running the show, solving problems on the fly, and making the whole operation better as you go, keep reading.

What Youll Own

Run the operation:

• Own the daily dispatch and scheduling operation across our branches, making sure the right crews, saws, and trucks are in the right place at the right time
• Serve as the central point between clients, field crews, inside sales, and operations leadership
• Build and own efficient daily and weekly schedules by geography, crew skill, certifications, and availability
• Assign operators based on skill, certifications, client familiarity, workload, and performance

Keep the day moving:

• Lead the response to delays, clients, and onsite issues, and rework schedules fast when jobs change
• Confirm site access, client readiness, and operator availability ahead of time
• Get the next days plan to every crew so they know where theyre headed
• Keep clients, sales, and operations informed on field conditions and changing scopes

Own the phones:

• Be the first voice our clients hear answer incoming calls, take scheduling requests, and turn them into booked jobs
• Manage a steady, sometimes heavy volume of calls, texts, and emails without letting anything fall through the cracks
• Confirm the details that make jobs go right location, access, timing, and special conditions before anything hits the schedule
• Prioritize on the fly when the phone wont stop, and follow up so every client feels taken care of

Close out every day:

• Audit operator timecards daily and close out work tickets job numbers, descriptions, and photos so billing moves without delay
• Chase down missing or inconsistent information with operators the same day, not next week

Drive it forward:

• Track and improve the numbers that matter, like on-time job starts, crew utilization, and reschedules
• Partner with the Director of Operations to plan our bi-weekly and quarterly safety meetings
• Build and refine the processes and tools that make dispatch run smoother as we grow
• Flag capacity gaps, equipment needs, and bottlenecks to leadership early, and help plan around them
• Grow into leading and developing the dispatch function as the company scales

What Youll Bring

What we cant teach is what you already bring: a level head under pressure, a gift for solving problems on the fly, and the kind of ownership that makes you treat the work like its your own.

• Experience running dispatch, scheduling, or field-service operations. Construction or trade experience is a real plus, and wed love it if youve run this kind of operation before. But the right person could also come from another demanding field where youve coordinated crews, trucks, or service techs.
• A track record of ownership. You dont wait to be told, you see what needs doing and drive it.
• Calm, clear decision-making in a fast-moving environment
• Strong communication and the ability to juggle a lot at once
• An eye for detail accurate timecards, complete work tickets, and clean handoffs to billing
• Comfort with scheduling software and digital tools
• Leadership instincts, whether or not youve held the title

What We Offer

• A full compensation package including a competitive base of $75,000 to $95,000 based on experience, plus profit sharing
• Top-tier equipment, technology, and OSHA-certified training
• A team that has your back on the smooth days and the hard ones
• Real ownership of a role you can shape and grow with
• Leadership that means it when we say your time off and your life outside work matter

Were Diamond, one of the best concrete cutting companies in Michigan. The work is demanding and it matters, and we take care of the people who do it. If this sounds like you, wed love to talk.