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, Angies 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 STs 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
Bachelors 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.