Position Overview: Our client is seeking a proactive and organized Office Manager to oversee daily operations, staff management, and customer service functions. This role involves managing administrative tasks, ensuring efficient office workflows, and fostering a positive work environment. The ideal candidate will have strong communication and leadership skills, with experience in implementing systems, tracking key metrics, and developing staff.
Key Responsibilities:
Daily Office Operations:
Oversee phone calls, chats, emails, and internal communications through OneNote/Teams to ensure smooth workflow and coordination.
Delegate tasks to CSRs, ensuring a balanced workload and prioritizing daily, weekly, and monthly tasks as needed.
Purchase office supplies and equipment, manage scheduling, and ensure timely correspondence.
Approve employee timecards for payroll and handle escalated customer issues when necessary.
Staff Management & Development:
Supervise and support a team of CSRs, monitoring daily productivity and ensuring high-quality customer service.
Promote staff development through coaching and one-on-one meetings, and performance improvement plans (PIP).
Lead quarterly and annual performance reviews, manage disciplinary actions, and uphold company policies such as attendance.
Conduct interviews for new hires.
Customer Service & Call Center Management:
Ensure the customer service team handles residential and commercial calls effectively, routing commercial calls to the appropriate team.
Step in to assist with customer calls as needed and ensure CSRs are fully trained and able to manage workloads.
Coach staff on best practices for handling customer inquiries, with a focus on maximizing efficiency and customer satisfaction.
Tracking Metrics & Reporting:
Monitor key performance indicators (KPIs) including sales, call volume, move-ins/move-outs, and productivity metrics.
Prepare performance and productivity reports for management, identifying areas for improvement and action plans.
Event & Conference Planning:
Assist with preparing for and attending conferences.
Organize and coordinate company events such as holiday parties and manager meetings.
Company Culture:
Adopt a servant leadership mindset and foster a work environment that prioritizes employee well-being, growth, and positive team dynamics.
Qualifications:
Proven experience in office management, customer service, or call center management.
Strong organizational, multitasking, and communication skills.
Proficient in Microsoft Teams, Excel, and other Windows-based software.
Ability to implement new systems, analyze productivity metrics, and coach staff.
Work Environment:
Full-time position, Monday to Friday, with some flexibility required for events, conferences, and urgent issues.