Office Manager – Contact Center/Coordination

Residential Office Manager – Contact Center/Coordination Position Overview: As an Office Manager at our Customer Contact Center, you will be responsible for providing administrative and operational support to ensure the efficient functioning of our customer service operations. You will be managing day-to-day activities, supervising staff, and implementing strategies to enhance our customer support services. Your leadership and organizational skills will be instrumental in maintaining our company's reputation for outstanding service. Your role will be pivotal in ensuring a smooth flow of information and tasks between leadership, customers, service technicians, and the call center team. This role will report to the Director of Operations. Key Responsibilities: Manages, leads, and provides oversight to the Customer Service Contact Center, including hiring, training, and performance evaluation. Establishes and evaluates contact center goals along with quality control measures, ensuring that contact center goals and quality measures are aligned and achieved. Oversees daily Contact Center operations, ensuring prompt and courteous handling of customer inquiries, appointment scheduling, and dispatching of service technicians. Maintains a high level of customer satisfaction by addressing customer concerns, resolving issues, and monitoring service quality. Facilitates effective communication between customers, technicians, and the call center team. Implements and improves call center processes and procedures to enhance efficiency and productivity through performance monitoring, problem resolution, and system audits. Analyze call center metrics and customer feedback to identify areas for improvement and develop action plans. Utilize call center software and tools to streamline operations and provide real-time support to team members. Prepare regular reports on call center performance and present findings to senior management. Establishes high standards for productivity and customer service. Develops, defines, and approves company systems and procedures for customer interaction and voice response and guides the implementation process. Other duties as needed to support operations Qualifications: Proven experience as an Office Manager or Contact Center Manager in a similar industry (HVAC/Plumbing preferred). Motivated self-starter, flexible, high sense of urgency, with a demonstrated ability to creatively solve problems Experience motivating and engaging staff members Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in call center software and Microsoft Office Suite. Problem-solving skills and the ability to handle challenging customer situations. Strong organizational and multitasking capabilities. Attention to detail and a commitment to quality service. Familiarity with Service Titan or similar software is a plus. Knowledge of HVAC/Plumbing systems is a plus but not required. High School Diploma or GED required. Internal Applicants: Must have your Manager’s approval to apply Schedule: Must be flexible during business hours 7am - 7pm Rotating on-call schedule including weekends Job Type: Full-time Pay: From $55,000.00 per year Benefits: 401(k) Dental insurance Employee discount Vision insurance Schedule: 8 hour shift Day shift On call Weekends as needed Education: Bachelor's (Preferred) Experience: Service Titan: 1 year (Preferred) Work Location: In person