Company: Futuramic
Job Title: Office Manager
Reports To: Business Leader
Direct Reports: Customer Service Representatives and Office Staff
Job Summary:
The Office Manager is responsible for coordinating all aspects of customer service and office administration by managing a team of Customer Service Representatives (CSRs). This position is responsible for ensuring efficient and timely job scheduling while maintaining professional and high-quality customer service. The Office Manager collaborates with customers, technicians, and internal teams to meet company goals and customer expectations.
Key Responsibilities:
Team Leadership & Supervision:
Manage and support a team of Customer Service Representatives to ensure successful job outcomes and excellent customer service
Provide training and development opportunities to keep the team current on products, tools, and procedures
Deliver coaching, performance management, and conduct annual performance reviews for all direct reports
Collaborate with the Install/Service, Sales, and Operations teams to review and optimize scheduling based on technician skill, availability, and company priorities
Maintain target CSR staffing levels through active participation in hiring and employee retention strategies
CRM Management & Customer Service:
Manage and direct inflow of customer calls and information to ensure accurate data entry into CRM database
Coordinate efficient scheduling process with customers, CSRs, sales, and technicians to achieve daily install/service job and revenue goals and weekly sales demos
Ensure CSRs maintain high level of customer satisfaction and always follow proper communication procedures
Manage existing customer outreach to schedule reoccurring services and drive customer retention
Address customer concerns or complaints promptly and professionally
Investigate all instances of customer complaints and/or poor customer service
Assist with internal communications and maintain/compile reports as needed
Requirements
- 3+ years of experience in office management, customer service leadership, dispatch, or operations coordination
- Previous experience managing or leading customer service or administrative teams preferred
- Strong organizational and multitasking skills with the ability to manage competing priorities in a fast-paced environment
- Excellent communication and interpersonal skills with a strong customer service mindset.
- Ability to coach, develop, and support team members while maintaining accountability
- Comfortable working cross-functionally with sales, service and operational teams
- Detail-oriented with strong administrative and reporting capabilities
- Proficiency with Microsoft Office
We are an Equal Opportunity Employer committed to maintaining a safe, respectful, and inclusive workplace for our employees, customers, and communities. We prohibit discrimination based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other status protected by law.
