Job Description

ROLE OVERVIEW:

Reporting to the General Manager and working closely with other members of the operations team, the Office Manager organizes, coordinates, and monitors all Customer Care Department activities, including the handling of internal and external customer concerns.  

 PROFESSIONAL QUALIFICATIONS AND REQUIREMENTS 

• Recommends corrective solution to address customer concerns.
• Answers questions about service.
• Supports and assists in enforcement and perpetuation of our policies and procedures for customer satisfaction.
• Reviews and provides monthly performance for each Customer Care Representative, monitors and charts information.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Assists in the selection and development of capable individuals for effective and efficient service.
• Provides training to existing employees as well as onboard new employees. 
• Studies and standardizes procedures to improve efficiency of subordinates.
• Provides leadership, direction, and encouragement to the team.  
• Encourages teamwork within the department, and maintains harmony among workers.  
• Develops and monitors standards of performance.
• Prepares composite reports from individual reports of the team.
• Keeps records of work hours, vacation

 EDUCATION, WORK EXPERIENCE REQUIREMENTS AND/OR COMPETENCIES: 

• Bachelor’s Degree in Business or related field
• 4+ years of previous Customer Service experience; or equivalent combination of education and experience
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines, and reporting.
• Ability to work overtime as necessary.

 All other duties – Perform all other duties as assigned, including carrying out responsibilities, performing duties, using skills and working in conditions necessary to perform all assigned tasks.

PHYSICAL REQUIREMENTS: (BELOW, FIND SOME EXAMPLES OF PHYSICAL REQUIREMENTS. PLEASE ADJUST ACCORDINGLY)  What is physically required to perform the daily tasks and job duties?

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 35 lbs.
• Must be able to walk, lift, climb and descend stairs, reach, sit in a delivery vehicle while driving.
• Must be able to talk, listen and speak clearly on telephone and in person
• Temperature – Withstand extreme temperatures in summer and winter.