Office Manager

Specialty Pool & Fountain•Rockville, MD

7d•Onsite

About The Position

The Office Manager is the operational backbone of the branch and the General Manager’s primary execution partner. This role owns the customer experience, speed to lead, operational accuracy, and financial hygiene of the branch. The Office Manager ensures that customer commitments are met, supporting project delivery, ensuring revenue is billed and collected accurately, and daily operations run efficiently and consistently. The Office Manager plays a critical role in supporting the branch’s growth by coordinating administrative operations, maintaining accurate project documentation, supporting customer relationships, and ensuring alignment between field operations, sales, finance, and leadership. This role requires a highly organized, detail-oriented professional who can manage multiple priorities, improve operational processes, and contribute directly to branch profitability and customer satisfaction.

Requirements

Experience in office management, construction administration, project coordination, or a related field.
Experience in business planning, budgeting, and financial oversight in addition to an understanding of billing cycles and collections best practices.
Experience with CRM, ERP, or project management systems (Salesforce or similar platforms preferred).
Knowledge of merchant trade agreements, credit policies, and regulatory compliance related to Accounts Receivable
Strong understanding of business operations, including HR, procurement, and finance.
Excellent communication and interpersonal skills.
High-level problem-solving and analytical abilities
Proven ability to manage multiple priorities and deadlines.
High attention to detail and sound problem-solving ability.
Ability to work independently and collaboratively within a team environment.
Must have a legal right to work in the United States.

Nice To Haves

Construction, aquatics, commercial services, or related industry experience preferred.

Responsibilities

Oversee daily office operations and maintain a professional, organized environment
Manage office supplies, equipment, and company-owned assets, including phones, tablets, and other technology resources.
Support fleet-related administrative needs, including registrations, tolls, documentation, and related projects.
Partner with HR and the General Manager to support employee onboarding, and training coordination.
Maintain accurate employee, vendor, and operational records.
Support branch leadership with administrative projects and reporting needs.
Own all inbound and outbound customer communication (phone, email, text, portal) during business hours
Ensure customer inquiries, leads, and service requests receive timely responses and appropriate follow-up.
Coordinate customer communications throughout the estimating, construction, and project completion process.
Serve as the primary customer advocate at the branch level
Support customer retention efforts by proactively addressing concerns and ensuring commitments are met.
Assist with resolving customer issues, escalations, and service concerns in partnership with branch leadership.
Maintain accurate, complete documentation of all customer interactions, commitments, and resolutions
Support scheduling for maintenance, repair, and remodel work in partnership with Project and Field Leadership.
Maintain accurate project records, documentation, job costing, and updates within company systems.
Coordinate warranty documentation and follow-up activities.
Identify operational gaps and partner with branch leadership to improve workflows
Flag technician performance or repeated service issues to branch leadership
Own Accounts Receivable for the branch between 0–90 days
Ensure all services are invoiced accurately and billed on time
Process payments, credits, and billing corrections
Proactively follow up on outstanding balances and establish payment arrangements
Partner with Accounting/AR on delinquent or escalated accounts
Document all financial agreements and exceptions in Salesforce