Office Manager

All-Star Heating and Air Conditioning

About The Position

The Office Manager is responsible for the performance, accountability, and efficiency of the office operations team. This role directly impacts revenue, customer experience, technician productivity, and profitability. The Office Manager leads CSRs and dispatch, ensures accurate administrative execution, and enforces company processes through measurable performance standards. Success in this role is defined by clear KPIs, consistent reporting, and continuous improvement.

Requirements

High school diploma.
Experience and the physical ability to perform all modern business office clerical roles, including mail distribution.
Demonstrated ability to quickly learn new software and technology, with proficiency in Microsoft Office, Adobe Photoshop, SAP, and social media platforms..
Ability to operate all current administrative office machines including, a word-processor, computer, typewriter, copying machine, fax machine, calculator, phone operator instrument, printer, base radio, etc.
Excellent interpersonal and verbal communication skills, including advanced customer service skills on the phone and in person in order to project a professional and efficient image for the company.
Excellent proofreading, spelling, grammar, arithmetic, and business writing skills.
Ability to work under time and backlog pressure for extended periods of time.
Ability to handle multiple tasks efficiently.

Responsibilities

Directly manage and coach CSRs, dispatchers, and administrative staff.
Establish clear performance expectations for each role.
Conduct structured weekly team meetings and individual coaching sessions.
Ensure adequate staffing coverage for phones, dispatch, and administrative needs.
Support and reinforce company culture, professionalism, and accountability.
Oversee inbound call handling, booking accuracy, and customer communication.
Ensure CSRs follow call scripts, booking standards, and data entry requirements.
Monitor call quality and customer interactions.
Address escalated customer concerns promptly.
Ensure accurate invoicing, job closeout, and documentation.
Oversee net-30 and commercial billing processes.
Support HR and accounting functions.
Maintain organized and accurate records.
Create, maintain, and deliver scheduled performance reports.
Track office, CSR, dispatch, and technician KPI's
Identify trends, gaps, and improvement opportunities.
Hold teams accountable to performance standards.
Serve as primary office contact for financing and warranty processing.
Support technicians and sales with financing approvals.
Ensure warranty registrations are completed accurately and timely.