Office & Customer Operations Manager

As the premium provider of drinking water and water treatment services for the greater part of a century, Hall’s Culligan continues to innovate and expand our business nationwide by offering tailored solutions to meet the specific needs of each customer backed by our superior Culligan service. As a Hall's Culligan Office Manager, you'll ensure smooth office operations by handling customer interactions, resolving issues, and supporting cross-functional teams. This role involves monitoring customer communications, troubleshooting problems, and collaborating with departments for timely resolutions. The Office Manager also manages scheduling, billing, office tasks, and provides regular reports to the General Manager, while maintaining compliance standards. Why you’ll love working here: We offer a full-time, Monday-Friday work schedule. Base Competitive pay with the opportunity to earn monthly bonuses You’ll receive paid time off (PTO) at a generous accrual rate. You’ll be eligible for a full benefits package, including a 401k with company match, following your introductory period. We’re a stable and growing family-oriented company who regularly offers career advancement opportunities. We believe in upskilling our employees and promoting from within. You’ll have the opportunity to utilize Culligan equipment in your home free of charge! What you’ll do: Customer interaction and issue resolution: Monitors customer interactions via phone & email, using tracking software when applicable, including call center monitoring. Effectively and accurately addresses escalated customer concerns, troubleshoots problems, and provides accurate information. “Owns” issue resolution, and collaborates with other departments when necessary. Comfortable handling heightened conflicts, and difficult conversations. Works with departments to coordinate the removal of rental equipment when customers fail to pay. Product and service knowledge: Develop and maintain an understanding of our products and services to effectively assist customers and addresses their needs. Offer product/service recommendations and educate customers. Documentation and reporting: Ensures customer interactions and transactions are documented properly in customer service software. Works with upper leadership on creating and pulling reports needed. Ensure payroll commissions, bonuses, and other compensation are assembled, balanced to WaterFlex, and submitted to payroll by the payroll submission deadline without errors or omissions. Month end processing of bills and reports. Time management: Efficiently manage and prioritize tasks to meet individual and team performance goals. Meet deadlines and response times while maintaining quality in work and customer interactions. Documentation and reporting: Ensures customer interactions and transactions are documented properly in customer service software. Works with upper leadership on creating and pulling reports needed. Ensure payroll commissions, bonuses, and other compensation are assembled, balanced to WaterFlex, and submitted to payroll by the payroll submission deadline without errors or omissions. Month end processing of bills and reports. Works with collections agencies as needed. Cross-functional office support: Manage general office staff duties to include by not be limited to, assisting walk-in customers, balancing cash register, phone coverage and call tracking, scheduling install and service calls, customer account adjustments, balancing route and bottled water sales pay sheets, etc. Safety: Ensures dealership operations comply with all safety regulations, industry standards, and company policies. Leads safety training and enforces protocols to maintain a safe environment for employees and customers. Oversees incident reporting and investigations, ensuring proper documentation and resolution. Responds to emergencies, providing direction to minimize disruption and ensure safety. Maintains compliance with legal requirements and safety standards, working with legal and insurance teams as needed. Ensures confidentiality of sensitive customer and employee information. Where you’ll work: Our Office Managers spend all their time working in the dealership, more specifically in an office environment requiring regular use of computers and multi-line phones – this means you must be able to sit for extended periods of time. While our offices primarily work Monday – Friday 8am-5pm, this role may require some evenings and weekends as business needs require. Who should apply: In our Office Managers, we're seeking leadership characteristics that align with the values of the Hall's Organization. The right candidate for this role will have the ability to create alignment amongst their own team, as well as the other departments of the dealership. Additionally, the Office Manager will be responsible for holding staff accountable to in turn drive results. To be successful, this leader must demonstrate strong business acumen to deeply understand how decisions impact both the customer and the bottom line. This role will act as a champion of customer service culture, ensuring that every team member is keenly focused on delivering a fantastic customer experience. And just as importantly, this roll will support on attracting, developing, and retaining top talent to build a high-performing, engaged team. Your qualifications: Previous experience in a customer service role preferred. Excellent verbal and written communication skills. Excellent organization and multi-tasking skills. Strong problem-solving abilities and attention to detail. Proficient in using a CRM platform. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr CRH Ohio, LTD