Office and Call Center Administrator

Benefits:

• Company parties
• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Are you looking for a dynamic position with a fun, family oriented, local company? This is your chance to join a fast-paced, growing company with an excellent track record in the area, in one of our most critical roles! We are looking for only the best candidates to join our team.


About Us:
Mr. Rooter Plumbing of Virginia Beach and Northern Virginia is a trusted name in residential and commercial plumbing services, known for delivering exceptional quality and customer care. Were seeking a skilled and motivated Office and Call Center Administrator to oversee administrative and customer service operations, ensuring seamless communication between our team and clients while maintaining an efficient office environment.

Job Summary:
The Office and Call Center Administrator is responsible for overseeing our daily operations in the office and call center, overseeing a team of customer service representatives (CSRs), and ensuring the effective coordination of appointments, dispatching, and administrative tasks. This role requires strong leadership, organizational, and multitasking skills to support the companys operational goals and exceptional customer service standards.

If this position is for you, you exemplify the following:

• You are energetic, and absolutely love helping people
• You are driven to provide the highest level of customer service and satisfaction
• You can manage a variety of situations on a day day-to-day basis
• You are patient and persistent, but work well under pressure
• You thrive in a supportive role, and take pride in knowing your helping the team

Here's what you will be responsible for:

• Work with fun people in a collaborative environment
• Ensure all office shifts are covered, back-up each position when needed
• Ensure office KPI's are met or exceeded
• Coordinate with team members to ensure customer satisfaction and priority scheduling
• Ensure all staff are aligned with our company vision, mission and operating within our core values
• Assist management with achieving goals, initiatives and administrative duties
• Assist with reporting, rolling up data to management
• Overseeing the call center, customer account management, inbound and outbound sales
• Assist with on-boarding new employees

Key Responsibilities Also Include:
Call Center Duties:

• Supervise a team of CSRs to handle inbound and outbound customer calls professionally and efficiently.
• Monitor call quality, response times, and booking rates to ensure top-notch customer satisfaction.
• Develop and update call scripts and workflows to enhance service quality and efficiency.
• Address escalated customer concerns and provide resolutions in a timely manner.
• Generate and analyze reports on customer service metrics, scheduling efficiency, and office productivity.
• Develop strategies to improve processes and meet company objectives.

Office Operations:

• Manage daily office functions, including organizing files, schedules, company events, vendor relations, and maintaining office supplies.
• Implement and maintain organizational systems to ensure the smooth flow of information and tasks.
• Work in collaboration with our financial team to ensure billing, invoicing, and payroll are accurate.
• Work with Operations Director to ensure all systems are working properly including vendors used for call center support.

Qualifications

• Minimum three years experience running a call center or similar role, preferably in the plumbing, HVAC, or home services industry.
• Preferably experience with plumbing and Service Titan
• Uphold our core vales and be a team player
• Strong written and verbal communication skills
• Detail-oriented with strong data entry skills
• Enthusiastic attitude
• Driven to help others succeed
• Unwavering on delivering white glove customer service
• Excellent organizational and multitasking abilities, with a keen eye for detail.
• High school diploma required
• Bachelors degree in business administration or a related field is preferred or ten years of equal experience.

How We Take Care Of Our Team Members:

• Competitive Salary
• Paid Vacation
• Holiday Pay
• Paid Sick
• Healthcare
• 401k program
• Team events
• Employee of the quarter/year
• Monthly contests and bonus opportunities

We work hard, but promote from within, award top performers, and have a ton of fun in the process. We are actively interviewing for very best candidate to fill this position - Don't delay - Apply today and our hiring manager will follow up!