Office Manager

Handyman Connection of Novi, MI•Northville Charter Township, MI

About The Position

At Handyman Connection, our Office Manager is the backbone of our business operations. You’ll oversee customer service, office efficiency, scheduling, revenue tracking, and vendor relationships to ensure the business runs smoothly and profitably. You’ll lead the office team, support the franchise owner, and step in when needed to keep things moving forward. This is a role for someone who is organized, proactive, sales-minded, and great at managing people, customers, and processes. We take pride in Delivering on Our Commitments, Respecting the Connections, Taking Pride in Our Work, and Practicing Continuous Improvement. If you’re a natural leader who thrives in a fast-paced environment and enjoys keeping business operations running efficiently, this role is for you! Why Join Handyman Connection? Be a Key Leader in a Growing Business – Your role keeps everything running smoothly while allowing the franchise owner to focus on big-picture growth. Competitive Pay + Performance Bonuses – Earn a competitive salary, plus incentives based on revenue goals and business success. Oversee & Develop the Office Team – Lead CSRs and administrative staff, ensuring they perform at their best. Play a Direct Role in Revenue & Profitability – Work with CSRs, marketing partners, and vendors to drive customer bookings, job scheduling, and operational efficiency. Build Strong Business Relationships – Establish and manage vendor partnerships, marketing collaborations, and community relationships to enhance brand visibility. Work Closely with the Franchise Owner – Step in when needed to ensure continuity in leadership and support high-level business strategies. Use Smart Technology for Efficiency – Utilize advanced scheduling, reporting, and customer management systems to track and manage daily operations.

Requirements

Leadership & Team Management Experience – You have a proven track record of leading an office team and ensuring efficiency.
Strong Business & Revenue Awareness – You understand how sales, operations, and customer service impact profitability.
Customer-Focused Mindset – You ensure customer service excellence while keeping the office running smoothly.
Comfortable Making Data-Driven Decisions – You can analyze reports, track revenue trends, and optimize performance.
Excellent Communication & Problem-Solving Skills – You can handle conflicts, manage Expectations, and ensure seamless customer and team interactions.
Proficient in Office & Scheduling Software – Experience with Microsoft Outlook, Excel, Word, and CRM/scheduling platforms (training provided).
Ability to Work Independently & Take Initiative – You’re proactive in identifying problems and finding solutions.

Nice To Haves

Experience in a Leadership, Office Admin, or Customer Service Role (Preferred) – Prior experience in a construction-related or service business is a plus.
Familiarity with Home Services & Trades (Preferred, but Not Required) – Understanding basic home repair and remodeling helps in customer interactions.

Responsibilities

Lead & Oversee Office Operations – Manage CSRs and administrative processes, ensuring smooth daily workflow.
Track & Optimize Business Revenue – Monitor sales goals, job completion rates, and operational profitability, working closely with the owner to improve efficiency.
Oversee Customer Service & Scheduling – Ensure customer calls, job scheduling, and service requests are handled promptly and professionally.
Drive Sales & Customer Retention – Work with CSRs to follow up on estimates, book jobs, and maintain strong customer relationships.
Build & Manage Vendor & Marketing Relationships – Partner with local suppliers, marketing agencies, referral networks, and business partners to drive new business.
Step in for the Franchise Owner When Needed – Handle operational leadership, decision-making, and problem-solving when the owner is away.
Ensure Data Accuracy & Reporting – Maintain clean, organized job data, scheduling logs, customer records, and financial tracking reports.
Train & Develop the Office Team – Mentor CSRs, ensuring they follow company processes, provide excellent service, and hit performance goals.
Monitor Customer Feedback & Performance Metrics – Keep track of Net Promoter Scores (NPS), customer reviews, and sales performance to improve operations.
Stay on Top of Operational Best Practices – Ensure the office runs efficiently, minimizing waste and maximizing productivity.