Office Manager

Hiller Plumbing, Heating, Cooling & Electrical • Memphis, TN

4d

About The Position

The Office Manager supports the General Manager and Shared Services division with administrative and operational work that helps the organization run efficiently. The role creates a positive experience for customers and team members, maintains customer records, oversees appointment requests and call center tasks, and tracks call counts and revenue against departmental goals. It also manages office staff, training and coaching, warranty claims, customer payments and deposits, vendor invoices, and the General Manager’s calendar. The position requires a professional, courteous approach, discretion with confidential information, adherence to company and safety standards, and willingness to continue training. The position may require extended hours and rotational weekends. The listed pay is $50,000–$70,000 an hour.

Requirements

• Maintain confidentiality of private, sensitive, and proprietary company matters.
• Wear company-approved apparel and maintain a professional image and courteous demeanor with customers and associates.
• Abide by company standards of performance, ethics, and integrity.
• Follow safety protocols, policies, and procedures to protect technicians and support personnel.
• Proactively address and resolve business issues and concerns with personnel or customers.
• Stay current with company services, systems, policies, procedures, and processes.
• Be willing to continue training for personal growth.
• Ability to work extended hours and rotational weekends.
• Ability to spend long hours sitting and using office equipment and computers (80% of the time).
• Ability to communicate verbal and written messages with others.
• Ability to bend frequently to file and maintain files.
• Ability to occasionally lift 5–10 pounds.
• Good visual acuity.

Responsibilities

• Create a care culture and positive experiences for customers and team members.
• Prioritize calls using Hiller’s call priority system according to operational needs.
• Oversee appointment requests received throughout the day and ensure each is scheduled.
• Track and report call counts and revenue against daily, weekly, and monthly departmental goals.
• Maintain complete and accurate customer information in the database.
• Promptly report issues to the manager and safeguard customer satisfaction.
• Resolve customer conflicts effectively using clear communication and compromised solutions.
• Assist the General Manager and Shared Services division with administrative support.
• Manage office staff and schedule training classes and coaching sessions to review goals, expectations, and performance metrics.
• Manage Call Center tasks assigned in Service Titan, delegate them to office staff, and ensure timely completion.
• Submit, file, and track warranty claims through payment credit being applied to the job.
• Receive customer payments collected by technicians and project managers and prepare bank deposits for the General Manager.
• Forward vendor invoices to accounts payable for payment processing.
• Provide standard administrative support and manage the General Manager’s calendar and meetings.
• Perform other administrative duties as needed to maintain departmental efficiency.

Benefits

• Medical, dental, and vision insurance
• Long- and short-term disability
• Company-paid $50,000 life insurance
• Company-paid vacation
• Paid holidays
• Medical flexible spending accounts for family care
• 401(k) plan with company match
• Employee referral program
• Paid training
• Healthy work/life balance
• Established career paths and advancement opportunities
• Year-round work with no layoffs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed