Office Manager-Specializing in Customer Experience & Office Operations

Big Time Pest Control•Anderson, CA

About The Position

Big Time Pest Control is BOOMING and we are very excited to be adding another phenomenal manager to support our Customer Service Specialist & Operations Teams . We have an amazing group of vibrant, hard working people here in the office, and we are thrilled to add another vibrant person to our group. We work together to provide remarkable customer service for our customers and ensure they love Big Time Pest Control! Our Office Manager is the backbone of the administrative and scheduling functions-keeping customer service smooth, technicians productive, records accurate, and leadership informed. If this describes you, then apply! Strong multi-tasking and prioritization Process-driven mindset (can create, document, and improve workflows) Time management across multiple departments Ability to work independently and make judgment calls Detail-oriented with follow-through Ability to motivate and hold staff accountable Reconciliation and error resolution Confidentiality and ethical handling of sensitive data

Requirements

Strong multi-tasking and prioritization
Process-driven mindset (can create, document, and improve workflows)
Time management across multiple departments
Ability to work independently and make judgment calls
Detail-oriented with follow-through
Ability to motivate and hold staff accountable
Reconciliation and error resolution
Confidentiality and ethical handling of sensitive data

Responsibilities

Administrative & Front Office Management Supervise/Train and support office staff handling phones, email, and customer inquiries. Including call monitoring, coaching, and quality assurance
Maintain and update customer records, service agreements, billing information, and account notes in the CRM.
Oversee daily cash/credit reconciliations, deposit preparation, and invoice processing.
Manage office supplies, equipment, and vendor accounts.
Scheduling & Dispatch Support Oversee daily scheduling and routing for technicians & inspectors to ensure efficiency and customer satisfaction.
Manage customer escalations, emergency calls, reschedules, and special jobs.
Work with Managers to monitor route performance metrics (on-time arrival, completion rates, callbacks) and adjust as needed.
Customer Service & Retention Ensure calls are answered promptly and professionally, and that issues are resolved quickly.
Track customer complaints or cancellations, escalate trends to management, and coordinate retention efforts.
Support renewal campaigns for recurring service plans.
HR & Compliance Administration Assist with onboarding paperwork, training schedules, and timekeeping for field and office staff.
Coordinate office meetings, training, and internal communications.
Process & Technology Ensure consistent use of company software (CRM, routing/dispatch, phones) and train new staff on systems.
Suggest and implement workflow improvements to reduce errors and improve efficiency.
Liasson between IT department and equipment maintenance.
Culture & Team Support Foster a positive, customer-focused culture in the office.
Provide coaching and feedback to office staff to ensure excellent service and compliance.
Act as a liaison between technicians, sales staff, and management to keep communication flowing.
Financial & Reporting Duties Generate and review daily/weekly/monthly reports for accounts receivable, sales, and productivity.
Support leadership with data for budgeting, forecasting, and KPI tracking.