Office Manager

Job Title: Office Manager Reports To: Business Leader Direct Reports: Customer Service Representatives and Office Staff Job Summary: The Office Manager is responsible for coordinating all aspects of customer service and office administration by managing a team of Customer Service Representatives (CSRs). This position is responsible for ensuring efficient and timely job scheduling while maintaining professional and high-quality customer service. The Office Manager collaborates with customers, technicians, and internal teams to meet company goals and customer expectations. Key Responsibilities: Team Leadership & Supervision: Manage and support a team of Customer Service Representatives to ensure successful job outcomes and excellent customer service Provide training and development opportunities to keep the team current on products, tools, and proceduresDeliver coaching, performance management, and conduct annual performance reviews for all direct reportsCollaborate with the Install/Service, Sales, and Operations teams to review and optimize scheduling based on technician skill, availability, and company prioritiesMaintain target CSR staffing levels through active participation in hiring and employee retention strategies CRM Management & Customer Service: Manage and direct inflow of customer calls and information to ensure accurate data entry into CRM database Coordinate efficient scheduling process with customers, CSRs, sales, and technicians to achieve daily install/service job and revenue goals and weekly sales demosEnsure CSRs maintain high level of customer satisfaction and always follow proper communication procedures Manage existing customer outreach to schedule reoccurring services and drive customer retentionAddress customer concerns or complaints promptly and professionallyInvestigate all instances of customer complaints and/or poor customer service Assist with internal communications and maintain/compile reports as needed Requirements 3+ years of experience in office management, customer service leadership, dispatch, or operations coordination Previous experience managing or leading customer service or administrative teams preferred Strong organizational and multitasking skills with the ability to manage competing priorities in a fast-paced environment Excellent communication and interpersonal skills with a strong customer service mindset. Ability to coach, develop, and support team members while maintaining accountability Comfortable working cross-functionally with sales, service and operational teams Detail-oriented with strong administrative and reporting capabilities Proficiency with Microsoft Office