Office Manager

Responsibilities:

Create a care culture.

 Create a positive experience for customers and team members.

 Prioritize calls using Hiller’s call priority system according to operational needs

 Provide oversight of appointment requests received throughout the day to ensure each is

scheduled.

 Track and report call counts and revenue generated against daily, weekly, and monthly departmental goals.

 Maintain complete and accurate customer information in the database.

 Promptly report issues to the manager and safeguard customer satisfaction is maintained at 100%.

 Effectively manage conflict resolution with customers and provide clear communication to address

their concerns, questions, or problems expediently.

 Assist the General Manager and Shared Services division with administrative support that drives the

organization forward.

 Quickly and effectively control a conflict situation by providing a compromised solution by using

clear communication to address concerns, questions, and or stated issues.

 Manage office staff and schedule training classes and coaching sessions to discuss and review goals,

expectations, and performance metrics.

 Manage Call Center tasks assigned in Service Titan; delegate tasks to office staff and provide

oversight to ensure each is completed on time.

 Submit, file, and track warranty claims from submission to the payment credit applied to the job.

 Serve as the point of contact for technician and project manager to receive payments collected from

customers; prepare bank deposits for the General Manager.

 Forward vendor invoices to accounts payable to process vendor payments.

 Provide standard administrative support

 Manage the General Manager’s calendar and organize his / her meetings

 Perform other administrative duties as necessary to ensure departmental operations maintain

efficiency.

Physical Requirements:

 Regularly spend long hours sitting and using office equipment and computers (80% of the time).

 Regularly communicate verbal and written messages with others.

 Frequently bend to file and maintain files.

 Occasionally lift 5-10 pounds.

 Have good visual acuity.

Position Specific Standards:

 Maintain confidentiality on all private, sensitive, and proprietary Company issues and concerns.

 Always maintain a professional image by wearing company approved apparel.

 Always maintain a professional and courteous demeanor with customers and associates.

 Abide by all Company standards of performance, ethics, and integrity.

 Follow all safety protocols, policies, and procedures to protect the technicians and support

personnel.

 Proactively address and resolve business issues and concerns with personnel and or the Customer.

 Stay abreast of new and existing Company services, systems, policies, procedures, and processes.

 Willing to continue training for personal growth.

 Ability to work extended hours and rotational weekends.