Come work with us at Specialty Pool & Fountain!
Company: Specialty Pool and Fountain, LLC
Employment Type: Full-Time / Regular
Location: Rockville, MD on site
Position Overview:
The Office Manager is the operational backbone of the branch and the General Manager's primary execution partner. This role owns the customer experience, speed to lead, operational accuracy, and financial hygiene of the branch. The Office Manager ensures that customer commitments are met, supporting project delivery, ensuring revenue is billed and collected accurately, and daily operations run efficiently and consistently.
The Office Manager plays a critical role in supporting the branch's growth by coordinating administrative operations, maintaining accurate project documentation, supporting customer relationships, and ensuring alignment between field operations, sales, finance, and leadership.
This role requires a highly organized, detail-oriented professional who can manage multiple priorities, improve operational processes, and contribute directly to branch profitability and customer satisfaction.
ESSENTIAL RESPONSIBILITIES
Office Operations, Administration & HR Support
- Oversee daily office operations and maintain a professional, organized environment
- Manage office supplies, equipment, and company-owned assets, including phones, tablets, and other technology resources.
- Support fleet-related administrative needs, including registrations, tolls, documentation, and related projects.
- Partner with HR and the General Manager to support employee onboarding, and training coordination.
- Maintain accurate employee, vendor, and operational records.
- Support branch leadership with administrative projects and reporting needs.
Customer Experience & Retention
- Own all inbound and outbound customer communication (phone, email, text, portal) during business hours
- Ensure customer inquiries, leads, and service requests receive timely responses and appropriate follow-up.
- Coordinate customer communications throughout the estimating, construction, and project completion process.
- Serve as the primary customer advocate at the branch level
- Support customer retention efforts by proactively addressing concerns and ensuring commitments are met.
- Assist with resolving customer issues, escalations, and service concerns in partnership with branch leadership.
- Maintain accurate, complete documentation of all customer interactions, commitments, and resolutions
Operational Execution & Accuracy
- Support scheduling for maintenance, repair, and remodel work in partnership with Project and Field Leadership.
- Maintain accurate project records, documentation, job costing, and updates within company systems.
- Coordinate warranty documentation and follow-up activities.
- Identify operational gaps and partner with branch leadership to improve workflows
- Flag technician performance or repeated service issues to branch leadership
Financial Stewardship & AR Ownership
- Own Accounts Receivable for the branch between 0-90 days
- Ensure all services are invoiced accurately and billed on time
- Process payments, credits, and billing corrections
- Proactively follow up on outstanding balances and establish payment arrangements
- Partner with Accounting/AR on delinquent or escalated accounts
- Document all financial agreements and exceptions in Salesforce
SKILLS & QUALIFICATIONS
- Experience in office management, construction administration, project coordination, or a related field.
- Experience in business planning, budgeting, and financial oversight in addition to an understanding of billing cycles and collections best practices.
- Construction, aquatics, commercial services, or related industry experience preferred.
- Experience with CRM, ERP, or project management systems (Salesforce or similar platforms preferred).
- Knowledge of merchant trade agreements, credit policies, and regulatory compliance related to Accounts Receivable
- Strong understanding of business operations, including HR, procurement, and finance.
- Excellent communication and interpersonal skills.
- High-level problem-solving and analytical abilities
- Proven ability to manage multiple priorities and deadlines.
- High attention to detail and sound problem-solving ability.
- Ability to work independently and collaboratively within a team environment.
SCHEDULE
- This is a full-time position with a standard work schedule of Monday through Friday during normal business hours.
- This role requires flexible schedules and may work early mornings, evenings, weekends, and work extended hours depending on customer and business needs.
- Availability outside of normal business hours may be required for urgent operational or customer matters.
PHYSICAL REQUIREMENTS
- Ability to sit, stand, and walk for prolonged periods.
- Frequent computer use; fine motor skills required for typing and operating standard office equipment.
- Ability and willingness to visit job sites and work in outdoor environments as needed.
- Ability to lift, carry, push, or pull items weighing up to 25 pounds.
This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. Amenity Construction Group is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.
