Job Description
Dependable Appliance Repair is a growing appliance service company in Eastern North Carolina looking for an organized, capable, and motivated Office Manager to take ownership of the administrative and customer-service side of our business.
We are currently a small team with two field technicians, which means this position will have a meaningful role in how the company operates and grows. This is more than a receptionist position. While answering phones and scheduling service appointments are important parts of the job, we are looking for someone who wants to understand the business, take initiative, identify problems and opportunities, and help us continually improve.
The Office Manager will work closely with the owner, who is also one of our technicians and oversees the technical side of appliance service. You will take primary responsibility for office operations, scheduling, customer communication, parts processes, and other administrative functions of the business.
Responsibilities
- Manage scheduling and dispatch operations, including technician capacity, routing, prioritization, and customer accommodations
- Answer incoming calls and provide friendly, professional customer service
- Help customers understand our services, pricing, and scheduling process
- Manage customer communication and help resolve customer-service issues
- Collect payments and deposits and manage accounts receivable
- Manage the ordering, receiving, organization, and return of appliance parts
- Coordinate parts with technicians and customers
- Maintain accurate customer and job information
- Ensure unfinished tasks, customer follow-ups, and other commitments don't fall through the cracks
- Make routine operational decisions independently and recognize when issues should be escalated to the owner
As you learn the business, we would like you to take increasing responsibility for:
- Identifying and implementing improvements to scheduling, office procedures, and workflows
- Monitoring lead conversion and developing ways to improve it
- Improving accounts receivable and collection processes
- Reviewing pricing and making recommendations
- Evaluating potential commercial and property-management accounts
- Developing relationships with existing accounts
- Identifying and pursuing new business opportunities
- Improving technician productivity through effective scheduling and administrative support
- Identifying recurring problems, investigating their causes, and recommending solutions
We are looking for someone who will notice when something isn't working well, investigate why, and take initiative to develop a solution rather than simply waiting for the next assigned task.
What We're Looking For
- Excellent verbal and written communication
- Friendly and genuinely interested in taking care of customers
- Organized, dependable, and attentive to detail
- Able to follow instructions accurately and consistently
- Strong follow-through
- Good judgment and problem-solving ability
- Comfortable managing multiple priorities
- Confident making routine decisions independently
- Able to research problems, evaluate options, and make thoughtful recommendations
- Willing to ask questions when a decision needs owner involvement
- Comfortable with computers and learning new software
- Interested in understanding how a small business works
- Willing to take initiative and look for ways to improve the business
Previous office management, customer service, scheduling, bookkeeping, service-business, or small-business experience is helpful but not required.
Knowledge of appliance repair is not required.
Work Location & Schedule
This position is currently remote, but candidates must live within the Jacksonville–Greenville area of Eastern North Carolina. We expect to establish a physical office in the future, at which point this position will likely transition to a blend of remote and in-person work.
Normal business hours are Monday–Friday, 8:00 AM–5:00 PM. The Office Manager is expected to be available during normal business hours, with reasonable flexibility as needed to fulfill the responsibilities of the position.
Although most work is currently performed remotely, this is a local position. The Office Manager will occasionally need to handle tasks in the area, such as picking up parts from suppliers or delivering parts to technicians, and may drive a company vehicle when doing so.
A valid driver's license, acceptable driving record, and reliable transportation are required.
Compensation & Benefits
- $52,000–$62,500 annual salary, depending on experience and demonstrated ability
- Full-time, salaried position
- Performance-based bonus opportunities tied to the overall success and growth of the company
- 6 paid holidays
- 2 weeks paid time off
- Initial training period with a performance and compensation review
- Opportunity for additional benefits as our benefits program develops
Our goal is to provide strong compensation for someone who becomes a valuable long-term part of the company. We want to grow while continuing to prioritize excellent service and long-term relationships with our customers.
About Dependable Appliance Repair
Dependable Appliance Repair is a locally owned appliance service company serving Eastern North Carolina. We believe a successful service business should be profitable and growing while still treating customers fairly, standing behind our work, and building relationships that last.
Because we are a small and growing company, the person in this position will have the opportunity to make a real impact. You will work directly with the owner and have opportunities to make decisions, suggest changes, improve processes, pursue new opportunities, and take on greater responsibility as you learn the business.
If you enjoy taking ownership, solving problems, working with people, and helping a small business become better organized and more successful, we'd like to hear from you.
To Apply
Please submit your résumé and answer the following three questions:
- Tell us about a time you noticed a problem or inefficient process at work and took the initiative to improve it. Please provide a specific example. What did you do, and what was the result?
- Suppose you notice we're losing a significant number of potential customers after they hear our service-call price. How would you approach figuring out why and what, if anything, should change?
- How would you contribute to the success of Dependable Appliance Repair?
Pay: $25.00 - $30.00 per hour
Benefits:
Work Location: Hybrid remote in Greenville, NC 27834
