Manager of Customer Service-Facilities

Job Description:

Tennessee State University Department of Facilities invites applications for the position of Manager-Customer Service.

The Manager-Customer Service position serves the Campus Operations and PDC division as well as the Facilities Management team as a Construction Project and Client/ Stakeholder Relations Manager. This role is responsible for overseeing and coordinating all aspects of construction projects while serving as the primary liaison between campus stakeholders, contractors, and internal teams. It involves project planning, scheduling, budgeting, and management of construction activities, while ensuring exceptional service and satisfaction.

The Manager-Customer Service plays a key role in ensuring successful project delivery by managing relationships, coordinating with various stakeholders, and supervising construction personnel to exceed expectations.

• Plan, schedule, and coordinate construction project activities to ensure projects meet deadlines and stakeholder expectations
• Participate in the conceptual development of construction projects, working closely with architects, engineers, and stakeholders to define project scope
• Develop construction budgets and cost estimates to ensure cost-effectiveness
• Evaluate construction methods and optimize resource allocation to reduce costs
• Conduct regular site visits to monitor progress, quality, and safety compliance

• Prepare and submit detailed budget estimates, progress reports, and cost-tracking documents to monitor financial performance
• Process and track change orders, RFIs, submittals, and payment applications
• Negotiate contracts or revisions to agreements with subcontractors, architects, and suppliers to ensure favorable terms
• Identify and mitigate project risks while developing contingency plans

• Serve as the primary point of contact for campus stakeholders throughout the project
• Build and maintain strong, trust-based relationships with stakeholders
• Conduct initial consultations to understand project goals and constraints
• Provide regular project updates, progress reports, and transparent communication
• Address concerns, questions, and requests promptly and professionally
• Manage expectations by setting realistic timelines and deliverables
• Resolve conflicts and handle complaints with diplomacy and problem-solving skills
• Conduct post-project reviews and gather feedback for continuous improvement

• Interpret and explain project plans, specifications, and contracts to construction personnel, owners, and administrative staff
• Confer with contractors, owners, and design professionals to resolve issues such as work procedures, complaints, and construction challenges
• Lead project kickoff meetings and coordinate cross-functional teams
• Facilitate communication between field personnel, office staff, and external partners
• Apply for and obtain all necessary permits or licenses from regulatory agencies to ensure project compliance

• Direct and supervise construction personnel, including subcontractors and craft workers
• Determine labor requirements and oversee the acquisition of materials and supplies necessary to complete projects
• Schedule and conduct regular progress meetings with all stakeholders
• Mentor team members on project procedures and best practices

• Maintain comprehensive project documentation including contracts, permits, and inspection reports
• Review and approve project plans, specifications, and construction documents
• Ensure all work complies with building codes, regulations, and safety standards
• Track project performance metrics and prepare reports for management

• Strong knowledge of construction methods, safety regulations, building codes, and construction best practices
• Proficiency in construction management software such as Procore, Buildertrend, or Primavera, and the ability to create detailed project plans and budgets
• Excellent leadership and communication skills, with the ability to manage teams and coordinate with various stakeholders
• Proven ability to manage multiple projects simultaneously
• Valid driver's license and reliable transportation for site visits

• Professional certifications ( PMP , CCM , LEED AP, or similar)
• Experience with CRM systems and client management tools
• Knowledge of OSHA safety regulations