Regional Admin Manager

Responsibilities:

• Directs and supervises, sometimes through subordinate supervisors, all functions of customer service and administrative support staff, service technicians, and driver/warehouse team members.
• Help train customer service and/or office support personnel to be in the position to deliver exemplary customer service and utmost customer satisfaction.
• Help Office Managers in reviewing recorded customer service calls and assist in CSR improvement measures.
• Ensure call reports are being reviewed and help offices find ways to improve their missed call percentage and address areas of opportunity.
• Responsible for implementation and training on new (and existing) business processes.
• Responsible for creating and implementing standard operating procedures (SOP) in customer service and administrative functions.
• Assist pre-and-post acquisitions, to include extensive travel at these times
• Share and ensure best practices between dealerships.
• Research other successful companies to see what they do to enhance customer experience and how the company could benefit by utilizing those same or similar processes.
• Minimum of 1 Office Manager Meeting per year, two is preferred.
• Create an open door (phone/email) program where the office managers and staff can voice questions/concerns.
• Fill in for office managers or administrative support staff if necessary, including accounts payable and ensure the office manager designates regional admin as out of office delegate.
• Utilize and teach the LEAN problem-solving skills to help solve problems within the offices.
• Train and support the proper processes for collection (keeping within the standard percentages of revenue), closing out accounts, entering new accounts, billing, etc.
• Run reports and train on reporting for the managers in the region.
• Recognize employees through updating the regional TVs, leaderboard, and sending birthday/anniversary emails.
• Approve refunds and submit by the Monday noon deadline on a weekly basis.
• Involvement in AR efforts (calls, reporting, updates on large accounts).
• Review transaction or service code requests to ensure accuracy before submitting.
• Waterflex Company Branch Parameters, mainly adding users to Waterflex, updating the yearly holidays, etc.
• Add users to CPORT and Culligan University.
• Complete price increases as necessary, typically an end of year procedure.
• Travel to dealerships; more extensive travel if there is no office manager or training office manager.
• Other projects/duties that would help the dealerships.

Qualifications:

• Thorough knowledge of computer database software operations, and all Microsoft Windows and Microsoft Office software applications
• Thorough knowledge of modern office practices and procedures and the use of office machines and equipment
• Thorough knowledge of business English, spelling, and punctuation
• Knowledge of methods and techniques used in recordkeeping systems
• Knowledge of the principles and practices of supervision
• Thorough knowledge of policies and procedures of the Company; ability to understand and interpret pertinent policies and procedures clearly and accurately
• Ability to establish and maintain effective working relationships with management, supervising personnel, co-workers, subordinates, all levels of business professionals, and the general public
• Ability to project a positive image to co-workers, subordinates, all levels of business professionals, and the general public
• Must be able to travel to dealerships for coverage, training and scheduled meetings with Office Managers/Leads.
• Ability to communicate effectively orally and in writing
• Must be able to successfully pass background checks and drug screenings per the company requirements

INDSJ