What are the responsibilities and job description for the Office Administrator position at Budd's Plumbing | Heating | Cooling?
About Us:
Budd's Plumbing is a growing and dynamic plumbing company dedicated to providing top-notch services to our customers. We pride ourselves on our commitment to quality, customer satisfaction, and continuous improvement. As we continue to expand, we are seeking a highly motivated and experienced Office Operations Leader/Customer Service Manager to join our team and take charge of our office operations.
Job Summary:
The Office Administrator will be a key member of our management team, responsible for overseeing and managing the daily operations of our office. This role requires a hands-on leader who can manage customer service representatives (CSRs), answer phones, and ensure that our office runs smoothly and efficiently. The ideal candidate will possess strong leadership qualities as outlined in the book Traction, including visionary leadership, decision-making, problem-solving, accountability, and the ability to build and maintain a positive company culture.
Key Responsibilities:
- Leadership: Provide strong leadership to the office team, ensuring alignment with the company’s vision, values, and goals.
- Phone Management: Answer incoming calls professionally, ensuring excellent customer service and handling inquiries, appointments, and follow-ups.
- CSR Oversight: Oversee, train, and mentor a team of CSRs, ensuring they provide high-quality service and maintain productivity.
- Dispatch: Make informed and timely decisions to resolve issues that arise in daily operations and schedule the right tech for the right job.
- Accountability: Hold yourself and your team accountable for meeting performance targets and customer service standards.
- Problem-Solving: Identify operational challenges and implement solutions to improve efficiency and customer satisfaction.
- Culture Building: Foster a positive and collaborative work environment that aligns with Budd's Plumbing’s core values.
- Continuous Improvement: Continuously evaluate and improve office processes to support the company’s growth objectives.
Qualifications:
- Experience: Minimum of 3-5 years in a leadership role within an office environment, preferably in the plumbing or related industry.
- Skills: Strong communication, organizational, and leadership skills.
- Traits: A proactive, problem-solving mindset with the ability to make decisions under pressure.
- Technology: Proficient in office software and CRM systems.
Experience in plumbing/HVAC is ideal.
Work Hours: 8-5:00 Pm Monday to Friday with a 30 minute lunch (some Saturdays and overtime may be required)
Pay: $20 an hour incentives. Room to grow within.
Benefits:
After 3 month probationary period we offer a benefits package including dental, vision, , and health insurance. Custom benefit package optional.
Primary Job Function:
This job requires taking a client from initial contact Work involves performance of skilled plumbing tasks including maintaining, installing, repairing, and servicing a variety of plumbing fixtures and equipment.
- Dispatching
- Accounts Receivable:
- Confirming all calls have been invoiced and paid
- Responsible for all accounts receivable for calls dispatched and helping manage install draws
- 2nd phase of phone calls:
- Proper booking process is followed
- Confirming CC on file
- Scheduling correctly from a geographical standpoint
- Keeping customers informed of delays or early times
- Calls status properly “Marked” and tagged
- Tracking
- Phone score card
- Job expense tracking for jobs booked.
- Staying on top of the technicians
- Weekly meeting with Leaders
- Review score card
- Review issues
- IDS
- GL/Auto Insurance/Workers comp mgt
- Supply certs when needed
- Yearly review and shopping for new insurance costs
- Permit MGT
Job Type: Full-time
Pay: From $22.88 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- A client is upset about a service delay. He's speaking loudly and attracting attention.
What would you do?
A. Acknowledge his feelings and explain how you'll try to speed things up
B. Politely ask him to calm down and explain that getting upset won't help speed things up
C. Explain that all clients are equally important and you're doing your best
D. Suggest he contact the customer service hotline
E. Direct him to speak to your supervisor
- A prospective client tells you she has used your main competitor for 10 years and likes their product.
What would you do?
A. Ask what she would change about your competitor’s product
B. Acknowledge the long-standing relationship, but tell her you should be her supplier
C. Tell her about your product and leave a sample
D. Highlight your competitor’s drawbacks and how your product is superior
E. Thank her for her time and ask for referrals you can pursue
Experience:
- Office management: 3 years (Required)
Ability to Commute:
- Cape May Court House, NJ 08210 (Required)
Ability to Relocate:
- Cape May Court House, NJ 08210: Relocate before starting work (Required)
Work Location: In person
Salary : $20 - $23