Office Manager - Fuel Industry

Haffner's•Goffstown, NH

23m•$80,000 - $87,000•Onsite

About The Position

The Customer Experience & Office Manager is responsible for coaching and developing front-office operations while ensuring consistent, high-quality customer experience across all customer touchpoints. This role serves as the connection between Customer Service, Service Operations, Delivery Operations, and Market Leadership, ensuring processes, communication, and customer expectations are executed accurately and professionally.

Requirements

Proven leadership and management experience with the ability to set direction, coach team members positively, build strong teams, and achieve operational and customer experience goals.
Strong verbal and written communication skills, with the ability to communicate clearly and professionally with customers, peers, and leadership.
Demonstrated conflict resolution and escalation management skills, including handling sensitive customer situations calmly and effectively.
Proficiency in Microsoft Office, particularly Excel, Outlook and Teams; for reporting, scheduling, tracking tasks, and professional communication.
Excellent organizational skills and strong attention to detail in a high-volume, customer-facing environment.
Excellent time management skills with a proven ability to meet deadlines and manage multiple priorities simultaneously.
Ability to prioritize tasks and delegate responsibilities appropriately to ensure efficient office operations and customer follow-through.
Ability to function effectively in a fast-paced and occasionally high-stress environment while maintaining professionalism.
Strong planning and coordination skills, supporting collaboration between Customer Service, Service Operations, Delivery, and Leadership.
High School diploma required

Nice To Haves

Prior experience coaching or supervising customer service or call center representatives, including call monitoring, performance feedback, and skills development, is strongly preferred.
Prior experience using Cargas is strongly preferred, with the ability to navigate customer accounts, work orders, documentation, and service workflows accurately.
Prior experience with AR and collections is preferred.
additional education or certification in office administration or a related field is a plus.

Responsibilities

Own the customer experience within the assigned market (multiple site) or office.
Monitor customer feedback, complaints, and escalations; resolve or route as appropriate.
Identify trends, gaps, or breakdowns in the customer journey and recommend process improvements.
Partner with Central Support Team, New Customer Setup Team, and Service & Delivery Operations to ensure smooth handoffs and timely customer follow-ups.
Track and report on customer experience outcomes, using data to drive continuous improvement.
Reinforce service standards including responsiveness, communication, and professionalism.
Oversee daily office operations, scheduling coverage, and workflow.
Support customer service staff in proper intake, documentation, and process adherence.
Ensure accuracy of delivery tickets, customer records, agreements, and required documentation.
Maintain office organization and compliance with company standards.
Serve as an escalation point for administrative or operational issues.
Oversee and support the AR/collection process, payment plans, issue credit card refunds, request refund checks, issue small credits where necessary for customer satisfaction and retention under the guidance of the Operations Manager, Central Support and Accounting.
Actively coach and develop frontline team members through call monitoring, real-time feedback, and structured 1:1 performance conversation.
Ensure customer expectations are clearly set during intake, scheduling, and follow-up by actively monitoring, reviewing and calibrating customer interactions while supporting The Haffner’s Way.
Reinforce consistent messaging on services offered, limitations, and timelines.
Lead onboarding and cross-training to build a skilled, confident and customer-focused team.
Promote accountability and foster a culture where team members take ownership of the customer experience.
Partner with Operations and Management to improve service workflows.
Ensure SOPs are followed and updated as needed.
Support change management initiatives tied to systems, tools, or process updates.
Act as a liaison between Customer Service, Service Operations, Delivery, and Leadership.
Ensure clear communication paths are established for support and escalation needs.
Participate in customer service and operational meetings as required.