Office Manager/CSR Operations
$60k - $75kFull-time
American Home Contractors
Responsive recruiter Benefits:
- 401(k)
- 401(k) matching
- Company parties
- Dental insurance
- Donation matching
- Free food & snacks
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
- High-volume inbound and outbound call activity
- CSRs average 90–150 outbound calls per day
- Strong emphasis on customer experience and responsiveness
- Real-time scheduling adjustments and coordination with field teams
- CRM accuracy directly impacts operational efficiency
- The team supports multiple business lines, including Tune-Ups, Retail
- Oversee daily office operations and ensure smooth workflow across departments
- Coordinate communication between customer service, sales, and field teams
- Support scheduling, dispatching, and real-time adjustments throughout the day
- Maintain organization, structure, and accountability within the office
- Lead, coach, and support a team of Customer Service Representatives
- Provide ongoing feedback, guidance, and performance support
- Conduct 1:1 meetings, coaching sessions, and team check-ins
- Assist with hiring, onboarding, and training new team members
- Monitor call handling, responsiveness, and service quality
- Assist with escalated customer concerns and ensure professional resolution
- Support team members in delivering a high-quality customer experience
- Reinforce communication standards and service expectations
- Ensure CRM (Zoho) data is accurate and consistently maintained
- Review workflows and identify opportunities for improved efficiency
- Help refine internal processes, scripts, and standard operating procedures
- Support reporting and basic performance tracking
- A well-organized, efficient office environment
- Strong team engagement and accountability
- Consistent, high-quality customer communication
- Smooth coordination between office and field teams
- Reliable systems and processes that support daily operations
- Experience supervising or mentoring team members
- Strong organizational and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Comfort working in a fully in-office role across two locations
- Experience in home services, construction, or related industries
- Familiarity with CRM systems (Zoho, Salesforce, etc.)
- Experience supporting scheduling, dispatching, or service teams
Vacancy posted 2 days ago
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