Objective : The Office Manager is responsible for overseeing the day-to-day operations of the office, ensuring the office runs efficiently and smoothly. This role includes managing the scheduling team, handling client inquiry needs, maintaining client satisfaction, coordinating with vendors, maintaining office equipment / supplies. Additionally, the Office Manager will implement processes to enhance operational effectiveness, foster a positive work environment, and ensure compliance with company standards. By prioritizing exceptional service delivery and proactive problem-solving, the Office Manager will play a key role in supporting our mission to provide high-quality care to seniors and maintaining strong relationships with clients and their families.
Reports to : Director of Operations
Primary Responsibilities
Manage day-to-day office operations, including maintaining a clean, organized, and efficient work environment.
Order and manage office supplies and inventory.Oversee office layout, equipment, and furniture needs.Liaise with vendors and service providers, including office cleaning services, IT support, and equipment suppliers.Manage budgets related to office supplies, maintenance, and other operational expenses.Assist with budgeting and tracking office-related expenses.Client Relationship ManagementServe as the primary point of contact for clients ensuring consistent communication.
Build and maintain strong client relationships by understanding needs and providing tailored solutions.Works to ensure clients and their families are satisfied with Senior Helpers services.Encourages and evaluates online reviews.Manage and resolve client issues in a timely and effective manner, ensuring positive outcomes.Send out regular surveys / pulse surveys to clients to gain feedback on the services we provideTrack NPS satisfaction scores to maintain client satisfactiontrack new clients per week, client complaints to % resolved, referral source tracking and Client NPS survey scoresService DeliveryPerform client assessments using our Senior Helpers Life Profile Assessment tool.
Oversee the onboarding process for new clients, ensuring a smooth transition and effective handover from sales to the operations team.Manage and collaborate with the scheduling department to ensure scheduling and client expectations are met or exceeded.Ensure that all client requests are handled professionally and in alignment with company policies and procedureProblem Solving & Issue Resolution :
Act as an escalation point for client concerns or complaints, resolving issues promptly and ensuring minimal disruption to the client’s operations.
Proactively identify potential problems and implement solutions before they impact the client’s experience.Facilitate feedback collection from clients and work with internal team to address areas of improvement.Client Retention & Growth :Drive client retention by consistently delivering exceptional service and value to clients.
Maintain CHAP Certification and standard of care (Age-Friendly Care Approach).Perform and maintain all Life-Profile assessments to new and current clients, and ensure we are in compliance with company standards.Collaborate directly with the Sales Inquiry Specialist on the quantity and quality of assessments booked.Performance Tracking & Reporting :Monitor and track key performance indicators (KPIs) related to client hours
Provide regular updates and reports on project status, service performance, and relevant insights to the Director of OperationsTeam Collaboration :Lead and inspire a team-oriented, positive work environment where everyone feels valued.
Work closely with internal departments to ensure timely and effective delivery of services to clients.Collaborate with team members in a positive, open, and respectful environment.Demonstrate a commitment to the company’s core values of integrity, innovation, teamwork, and continuous professional development.Contribute to a culture of continuous improvement, encouraging innovative ideas and solutions.Qualifications
Proven experience as an Office Manager, Administrative Manager, Client Services, or similar role.Strong organizational and multitasking abilities.Proficiency in office software (e.g., MS Office, Dialpad, etc)Ability to work independently and as part of a team.Strong interpersonal and communication skills, with the ability to build rapport and maintain client relationships.Excellent organizational and multitasking abilities, with a keen attention to detail.Problem-solving and conflict resolution skills.Familiarity with CRM software (Wellsky Personal Care) and customer service management tools.Ability to work under pressure and handle challenging situations with poise and professionalismBenefits Overview
1. Medical Insurance :
Comprehensive medical coverage, including preventive care, hospitalization, and prescription drug benefits.Options for family coverage available.Access to a network of healthcare providers.2. Dental Insurance :
Coverage for routine check-ups, cleanings, and basic procedures.Options for major dental work, such as crowns and root canals, may be included.3. Vision Insurance :
Coverage for eye exams, glasses, and contact lenses.Discounts on corrective surgeries such as LASIK.4. Paid Time Off (PTO) :
Accrued PTO for vacation, personal days, and holidays.Flexible use of PTO to accommodate work-life balance.5. Sick Time :
Dedicated sick leave to ensure employees can take time off when unwell without impacting their PTO balance.Encouragement to prioritize health and well-being.
