OPERATIONS MANAGER / OFFICE MANAGER

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Competitive salary

Employee discounts

Health insurance

Paid time off

Position Title : Office Manager

Reports To : Owner Position

Summary : The Office Manager oversees the daily operations of the office for Total Appliance Service, managing Customer Service Representatives (CSRs) and field Technicians. This role ensures smooth communication between the office and field, drives operational efficiency, and maintains high standards for customer service. The Office Manager acts as a key leader, problem solver, and point of contact for both staff and management. Essential Duties and Responsibilities :

Supervise and provide guidance to CSRs and field Technicians.

Manage daily office operations, including scheduling, workflow, and task delegation.

Ensure timely and accurate communication between CSRs and Technicians regarding service calls, parts availability, and customer needs.

Support hiring, training, and performance management for office staff and field personnel.

Monitor technician schedules and service routes to optimize productivity and customer satisfaction.

Handle escalated customer issues and resolve service-related problems in a professional manner.

Maintain company policies, procedures, and documentation for office operations.

Collaborate with Parts Specialists and Warehouse Specialists to ensure proper parts allocation and support for field technicians.

Generate and review reports on service performance, customer feedback, and office operations.

Serve as a primary point of contact for vendors, manufacturers, and other business partners as needed.

Assist management with planning and implementing operational improvements. Qualifications :

Proven experience managing teams in a service or operations environment.

Strong organizational, multitasking, and problem-solving skills.

Excellent written and verbal communication abilities.

Ability to lead, motivate, and develop staff.

Familiarity with appliance service operations, including CSRs, field technicians, and parts management, preferred.

Proficiency with office software and management systems (EPASS knowledge a plus).

Strong customer service orientation and professional demeanor.

Job Description Education and Experience :

High School Diploma or GED required.

2+ years of appliance experience preferred, with preference given to those with experience on premium or high-end brands.

Experience reading technical schematics and wiring diagrams preferred. Working Conditions :

Primarily office-based; some interaction with warehouse and field personnel required.

Ability to sit or stand for extended periods and move around the office as needed.

Occasional lifting of office materials or files up to 25 lbs. Performance Metrics :

Customer satisfaction and issue resolution time

Technician and CSR performance and productivity Accuracy and timeliness of service scheduling

Team engagement, retention, and development

Operational efficiency and adherence to company procedures