Office Manager

 

Office Manager                                                                                                                                                             Job Description 

Summary 

Office Manager is a strong and reliable support to company operations, maintaining and creating procedures, communication, and safety.  An office manager is as much people-person as systems person, integral to cultivating company culture and steering the ship in the right direction. Often the face of the office environment, he or she interacts with visitors, customers, clients, and team members at every level, every day. The office manager position demands stellar organization skills, efficiency, and personability.  Day-to-day, this person ensures operations run smoothly by doing everything from handling phone calls, sending emails, overseeing supplies, juggling schedules, and whatever else it takes to keep the company and its team productive. 

Objectives of this Role 

Front Desk Management 

·         Oversee the training of the font desk personnel to ensure the guest experience is a personal, friendly experience for anyone coming into the office, and maintain complete accessibility in both availability and warmth of character. 

·         Train front desk personnel to process packages/mail that is delivered through the front lobby. 

On-Call 

·         Ensure technicians are scheduled to cover weekend and after hour calls. 

·         Ensure dispatchers are trained. 

·         Support as needed. 

·         Ensure tools, pricing sheets are accurate and up to date. 

On-call Devices 

·         Ensure the hand off and in working condition. 

·         Uploading to content portal done with IT. 

·         Updates to schedule due to PTO or emergencies. 

·         Scheduling in portal for answering service. 

·         Supporting on-call dispatch. 

·         Helping answer calls when overloaded. (Should be another CSR/dispatcher not manager). 

·         Update capacity to ensure call volume can be booked. 

Permits 

·         Manage team member responsible for permit management 

·         Train on all permitting process 

·         Schedule 

·         Support and back up if needed 

·         Stay up to date on permitting changes to support team 

·         Ensure another team member is trained on permitting process 

·         Maintain/Improve internal process for permitting 

·         Forms 

·         Tech communications 

·         Office communications 

·         Location of tracking sheet 

Property Management 

·         Assign CSR to be point of contact for all residential property management 

·         Train POC on how to handle, book and communicate with property management     

·         Ensure change over pricing is secured for property management 

·         Cross train back up for main POC 

Uniforms 

·         Order uniform shirts for office team member via 4imprint as need. 

·         Remind team members of uniform requirements – No Slippers, flip-flops or hoodies should be worn during working hours in the office. 

·         Assist with ordering Mudd t-shirts, hoodies and other company provided apparel as needed. 

Meetings 

Weekly/bi-weekly leadership/manager meetings 

·         Manage the notes/agenda 

·         Schedule 

·         Facilitate 

Companywide meetings 

·         Agenda/Notes 

·         Assist with facilitation 

·         Ensure meeting prep is completed                           

·         Ensure the Zoom link is sent out 

·         Ensure sign in sheets are printed 

·         Ensure the Team Member of the month certificate is printed 

·         Ensure the money for giveaways is collected 

Contact Center 

·         Ensure chats via website are monitored 

·         Assign a CSR to monitor and respond to website request sent via email 

·         Ensure chat feature in ST (Service Titan) is responded to 

·         Assigns thank you referral cards to a CSR 

·         That they are sent out, signed, and recorded 

·         Make sure needed equipment is supplied for team and any special accommodations are met. 

·         Make sure Not so Fancy has the supplies she needs to function for the team. 

·         Keep all training materials are up to date 

·         Keep all tools and job-aids are up to date 

·         Assist and take care customer concerns as needed 

Dispatchers 

·           Assist with training 

·           Assist with selection of new dispatcher if needed 

·           Interviews 

·          Advise managers 

·          Fill in/cover if needed due to lunches/PTO 

·          Assist with getting schedule availability as needed 

·          Assist with scheduling/assigning calls as needed 

·          Ensure updates to software is communicated if dispatcher workflow is going to be impacted via their direct managers 

CSRs 

·         Interview for potential new team members (when needed) 

·         Make sure academy training is assigned as needed 

·         Ensure there is coverage for call volume based on time of year and demand 

·         Create and maintain schedule for all CSRs 

·         Adjust hours for CSRs as need for call volume 

·         Maintain relationship with after hours service 

·         Monitor after hours service for service quality 

·         Coach and or redirect after hours company          

·         Ensure after hours is trained on our booking and on-call process 

·         Help cover incoming calls for lunches/breaks/PTO 

·         Ensure CSRs are in uniform 

·         Assign team to respond to leads sent in via lead generators (HomeAdvisor, Angie’s List, Thumbtack, etc) 

PhonesPro 

·         Help maintain account 

·         Keep training for PhonesPro up to date for the team 

·         Communicate with I.T. When updates are needed 

ServiceTitan 

·         Attend monthly call with ST’s CSM for our account 

·         Take ownership of TitanAdvisor 

·         Work with all departments to increase score 

·         Help implement process to ensure efficient work flows 

Events 

·           Attend AB80 calls weekly on Thursdays 

·          Assist with event committee 

·          Assist with home shows as needed 

·          CSRs are trained on their procedures 

·          Dress code & conduct 

 General Duties 

·          Maintain helpful and accessible relationships with teams across all departments 

·          Help resolve conflicts within the team as needed 

·          Be a safe person for the team to talk to 

·          Be an example of what a team member/leader looks like 

Skills and Qualifications 

·         2+ years of office management experience 

·         Strong time-management and people skills, flexibility, and multitasking ability 

·         Advanced computer skills and experience with online platforms 

·         Proficiency Microsoft Office, with aptitude to learn new software and systems 

Preferred Qualifications 

·         Bachelor’s degree or equivalent preferred 

·         Previous success in office management 

·         Engaging personality and optimistic outlook 

·         Experience developing internal systems 

·         Ability to handle confidential information 

 

 

OUR TEAM MISSION 

The relentless pursuit and commitment to excellence, for our Albuquerque Plumbing Family, our Customers, and our Industry.