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Administrative professionals-- are you looking for a way to turn your customer service background and your engaging personality into a challenging and rewarding sales career? Join our TEAM at Ace Handyman Services! We are a national leader in the home improvement and home repair services industry by designing our business around the needs of our customers. As we continue to grow, we are looking for highly organized and motivated candidates just like you to serve as Office Managers to ensure efficient and smooth daily operations.
In this role you will facilitate calls to educate our customers on the types of services & solutions we provide as well as our service model. NO CONSTRUCTION EXPERIENCE REQUIRED! Additionally, you will be a key component to the management of the daily schedule. Listening to customers and helping them solve their problems is the objective. Matching the right craftsmen with the right customer is key to a successful customer journey.
This is a great opportunity for you to grow toward advancement to a leadership role with us, and to apply your skills to a job in which you will face different challenges and solve new problems each and every day. We offer highly-competitive compensation and benefits, and the chance to work with a national organization that still maintains the flexibility and tight-knit feel of a locally owned and independently operated franchise.
If this sounds like the kind of career move you’ve been looking to make, and if you meet our qualifications, we want to talk with you. Contact us today!
Here is just some of what we have to offer:
- Competitive pay ranging from $24-$29 per hour
- Health insurance
- Vision, Dental, Accident, Hospital, Crit Illness, Life Insurance
- Vacation
- Performance bonuses
- Flexible scheduling
- Advancement and growth opportunities
- Regular pay reviews
- Plus more!
Job Responsibilities
As an Office Manager, you will be responsible for inbound and outbound customer sales/education while organizing work and project schedules for our craftsmen. This will require that you provide customers with information and expert advice on our services, pricing, and availability. You will also provide logistical support for our craftsmen, helping them with material ordering and scheduling efficiencies.
Specific Job Duties
- Utilize Ace dispatching & schedule management software to ensure timely and accurate scheduling of customer needs, keeping in mind logistics of projects, over and under estimate times, travel times and weather
- Act as first point of escalation for customer concerns and follow up with past customers as needed
- Assist in solving operational and logistics issues to ensure a smooth customer journey and drive business profitability
- Take a lead in development and implementation of process improvements following the AHS operations manual and recommended best practices
- Answer phones, review inbound emails, respond to customer calls and online leads in timely manner.
- Ensure CSRs educate customers on capabilities, quote projects via phone, email or text as appropriate (with phone being primary communication mode), and schedule customer appointments as backup to CSRs. Lean heavily on phone conversations rather than texts and emails to ensure customer is fully versed on value proposition as pricing is shared.
- Ensure calls are answered live by office staff between 8:00 and 5:00 M-F and act as second on phone answering to achieve this objective.
- Keep Field Staff updated on schedule changes in the office and communicate schedule adjustments as needed
- Manage digital and physical documents, ensure key metrics are transparent and visible to entire TEAM to ensure alignment and team success; keep application and onboarding packages updated for use for interviews and onboarding
- Lead and coach office staff on following Service Path and using tools and systems to improve customer experience and office efficiency.
- Develop and report weekly on key metrics for Office Management; non-billable hours, daily/weekly/monthly revenue, average daily revenue, average invoice revenue, outstanding AR, bookings/leads and booking rates or others as mutually agreed
- Solicit cross team feedback and corrective action plans for metrics consistently below target, seek broad team input on solutions prior to deploying
- Partner with Owner and Field Manager on Hiring, Training and Evaluating craftsmen
- Work with Field Manager to ensure adequate new Craftsman shadowing assignments prior to assigning Craftsman solo projects
- Assist the Owner on other duties as assigned and mutually agreed
Job Requirements
- Leadership – A key member of the Leadership team, partners with Owner and Field Manager to manage the assets of the company, delight customers and responsibly grow business. Exhibits attributes of caring company culture. Consistently demonstrates respect for, and dedication to, our Customers, Craftsmen and Community. Builds a TEAM culture – Together Everyone Achieves More.
- Accountability - Measures and reports on key metrics and profitability; including Accounts Receivable; bookings/leads and close rates, daily/weekly/monthly revenue, revenue/hours per craftsman and is the lead for overall management of the customer schedule.
- Profitability – Audit job invoices and paperwork to ensure full billing, including accurate labor hours, package prices and materials costs. Drives high bookings rate and labor hours per day to maximize income for craftsmen and profit. Ensures Accounts Receivable are kept at or below target levels.
- People Management - Leads Office management and is integral in the hiring, onboarding, training and review processes for Office Staff. Summer interns direct report to Office Manager. Critical member of Craftsmen hiring team, and works closely with Field Manager on craftsman coaching and development plans.
- Communication – Is the voice of the business for Customers. Communicates clearly the value proposition, Service Path and messages on how we are different from others in our industry. Coaches and assists Craftsmen on use of dispatching software, receipt and documentation management and timely return of required paperwork to complete job review. As a partner with the Owner, consistently encourages office and field employees to improve skills and process and to drive bigger results than they imagined possible.
- Education - Stays current on latest software and AHS Best Practices for office to drive process efficiencies.
- Relationships - Builds positive relationships with Leaders, Office Staff, Craftsmen, customers, sub-contractors, and suppliers.
- Innovation & Continuous Improvement – Brings a sense of optimism, and a drive for innovation, to Office Management role and Leadership Team. Never satisfied with the status quo, consistently offers constructive ideas for process improvement to make things even better.
Specific qualifications for the role include:
- High school diploma or GED
- 3-5 years of administrative assistant/scheduling experience
- Comfortable with sales
- Adaptive to technology
- Strong customer service skills
- Excellent office management skills
- Solid typing skills; ten-key skills, a plus
- Great multitasking and prioritization skills
- Exceptional communication skills
- Sales and/or Marketing – a basic understanding of sales and marketing and the differences between the two, a plus
- QuickBooks Online or other accounting knowledge, a plus
- Customer-facing experience, a plus
- ServiceTitan experience is a major plus
Build fun and rewarding career with an industry leader!
Apply now!
The 800+ Craftsmen who represent our Brand are the heart and soul of our turn-key, white-glove home repair, maintenance, and improvement service. They are skilled and experienced in many trades, but their professionalism and attention to detail is what sets them apart from others who work in the industry.
Most of the projects completed are for Repeat and Referral Customers—folks truly appreciate our high level of service, and they often request additional work by asking for particular Craftsmen by name. If you take great pride in your skills and abilities and wish to join a proven, winning TEAM, please apply to the position(s) available by selecting "Show Me All Jobs" above.
