Office Manager

Position Summary / Purpose Provide support to management in the form of orchestration of the administrative, human resources and operations functions. Facilitate the efficient operation of the office. Help retain customers by providing emotional gratification through follow up contact with them and through the accurate transcription of customer information. Provide exemplary follow through with clients in regards to service concerns and issues. Principle Duties and Responsibilities · Maintain production capacity through adequate staffing, equipping and supplying of the office · Perform continuous research and implement state-of-the-art technology to maintain standards of excellence in regards to customer service and communication (updating software, recommend purchases, and create systems in office and for techs in the field) · Assist Lead CSR with Technician scheduling changes due to upsells, cancellations, equipment breakdowns, redoes, and two tech. deliveries · Answer phone and handle incoming calls · Ensure that CSR’s follow answer script and help develop additional scripts, so all customer contact is done consistently. · Oversee schedule, ensure that jobs are booked for appropriate amount of time and that schedule is full, excess driving is held to a minimum and customer information is as accurate as possible. · Respond or delegate to CSR’s emails from website, referral associates and designers. · Conduct business correspondence, update client profiles and notes in Less Paper · Oversee & schedule work efficiently by understanding geographic areas of Metro Detroit and productive situations with revenue · Conduct & oversee quality control phone calls to clients · Oversee quality control amongst the office staff for estimates, work orders, and communication · Complete inner office documentation & conduct inside sales meeting w/staff · Make deliveries to and from post office and bank · Handle human resource-related concerns for employees (vacation requests, schedule changes, etc.) · Handle hiring of office staff, onboard training, termination, and development training · Handle or assist with all HR functions for company. · Conduct weekly coaching sessions and perform monthly and quarterly performance reviews with inside office staff and production staff as relates to paperwork and work quality. · Assist CSR’s with high profile clients, serious customer issues and concerns. · Oversee large projects Additional Duties and Responsibilities · Successfully develop the administrative staff, equipping them to deliver outstanding customer service and preparing them for higher level positions within the company · Assist in collecting overdue receivables · Assists in development of strategic goals · Assists in managing cash flow · Assist Business Development Manager with marketing material, sales and marketing reports, referral associate checks, referral certificates, and gift cards and loyalty cards · Schedule all company meetings and assist owners and managers with conducting meetings · Assist the production manager with rug/drapery department questions and issues Decision Rights and Authority · Maintain and troubleshoot office equipment, communicate with service providers, and schedule repair of equipment. · Scheduling of service vehicles and technicians · Control spending for the department within the budget as established in the strategic plan · Work with General Manager, Vice President, and Controller on job discounts, refunds and large job scheduling Working Relationships and Scope · Maintain efficient and accurate flow of production paperwork from the field to administration · Assist with coordinating General Manager, Vice Presidents, and Owners calendars. · Executive assistant to Vice President Job Type: Full-time Pay: $50,000.00 - $70,000.00 per year Benefits: 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Vision insurance Work Location: In person