Office Manager

Office Manager (Full-Time)

Location: 1315 Delauney Ave, Suite 102, Columbus, GA 31901

Hours: 8 AM - 5 PM Mon-Fri

Pay: $15$17 per hour

Benefits: Paid Time Off (PTO), Paid Holidays, 401(k)

About Us

We are a locally owned and operated handyman service company, backed by the Ace Hardware brand, where we are focused on delivering high-quality home and commercial repairs with excellent customer service. Our team values professionalism, communication, and creating a great experience for every customer.

Position Overview

We are seeking a highly organized and customer-focused Office Manager to serve as the central hub of our daily operations. This role is responsible for managing incoming leads, scheduling jobs, supporting field staff, and ensuring a seamless experience from first call to final follow-up. This position is ideal for someone who thrives in a fast-paced environment, enjoys talking with customers, and can balance multiple administrative office tasks.

Key Responsibilities

• Customer Communication & Scheduling
• Answer incoming calls and respond to voicemails using company call guidelines
• Contact new leads promptly and convert inquiries into booked appointments
• Provide service estimates over the phone using company tools and recommend appropriate service packages
• Schedule and coordinate appointments for craftsmen to ensure efficient routing and productivity
• Send and respond to customer communications via phone, text, and email

• Customer Experience & Follow-Up
• Conduct next-day follow-up calls to ensure customer satisfaction
• Perform ongoing follow-up with unconverted leads
• Write and send customer thank-you cards
• Accurately classify phone calls

• Operations & Field Support
• Monitor daily job schedules and confirm craftsman arrivals
• Support field staff by troubleshooting basic system or scheduling issues
• Review completed jobs to ensure processes and standards were followed

• Estimates, Invoicing & Commercial Accounts
• Prepare and send written estimates and invoices using ServiceTitan
• Communicate directly with commercial clients regarding estimates, documentation, and payment status
• Occasionally process customer payments over the phone

• Systems & Training
• Become proficient in ServiceTitan and internal systems
• Participate in virtual franchise training (Office Team University)

• Marketing & Business Development (Light)
• Assist with basic marketing efforts such as social media posting and email campaigns
• Create and share before/after project photos
• Participate in occasional networking opportunities (BNI, events, outreach to local businesses)

• Administrative Support
• Maintain organized employee and office files
• Assist with basic hiring support, including resume review
• Support general office organization and administrative needs

Preferred Qualifications

• Call center, sales, customer service, and/or management experience strongly preferred
• Strong communication and problem-solving skills
• Highly organized with the ability to multitask in a fast-paced environment
• Comfortable guiding customers through decisions and recommending services
• Tech-savvy and able to learn new systems quickly
• Ability to adapt to evolving processes and take on new responsibilities as the business grows