What are the responsibilities and job description for the Service Coordinator/Office Manager position at Soft Water Specialists LLC?
The Business Manager/Office Manager is responsible for overseeing daily office operations, ensuring smooth scheduling, keeping the team accountable, managing customer interactions, and tracking key performance indicators (KPIs). This role requires excellent organization, strong communication skills, and a proactive approach to problem-solving.
Key Responsibilities & Duties
1. Scheduling & Coordination:
- Manage technician schedules and optimize routes.
- Confirm and follow up on customer appointments.
- Coordinate installations, maintenance, and service calls.
- Reschedule missed or incomplete jobs as needed.
2. Customer & Vendor Relations:
- Answer phone calls and respond to emails professionally.
- Handle customer inquiries, complaints, and service requests.
- Follow up on leads and ensure timely communication.
- Maintain good relationships with vendors and suppliers.
3. Employee Accountability & Office Operations:
- Keep track of employees’ daily tasks and ensure work is completed.
- Monitor time tracking and ensure payroll accuracy.
- Help enforce company policies and procedures.
- Ensure office supplies, tools, and materials are stocked and organized.
4. Tracking & Reporting Key Performance Indicators (KPIs):
- Monitor job completion rates and technician productivity.
- Track customer satisfaction and service call outcomes.
- Generate reports on revenue, sales, and efficiency metrics.
- Identify trends and provide recommendations for improvement.
5. Problem-Solving & Proactive Management:
- Identify bottlenecks in operations and suggest improvements.
- Anticipate potential scheduling conflicts or customer concerns.
- Implement process improvements to increase efficiency.
6. Administrative Duties:
- Assist with invoicing, billing, and payments.
- Maintain company records and documentation.
- Assist in hiring, onboarding, and training new employees.
- Ensure compliance with local and industry regulations.
Daily Checklist
Morning Routine:
Check emails and voicemails, responding to urgent matters.
Review the schedule and confirm appointments.
Ensure all technicians have their work orders and required materials.
Address any last-minute schedule changes or cancellations.
Follow up on pending quotes, proposals, or leads.
Mid-Day Tasks:
Answer and return phone calls promptly.
Track job progress and ensure technicians are on schedule.
Follow up with customers on recent service calls.
Monitor inventory and order supplies if needed.
Check and update company KPI reports.
Ensure invoices are being processed and payments collected.
Afternoon Wrap-Up:
Review completed jobs and confirm data entry is correct.
Update scheduling for the next day and notify employees of any changes.
Address any internal issues or concerns from staff.
Follow up on outstanding invoices or pending payments.
Organize the office and ensure files and documents are updated.
Check in with the owner/leadership team for any additional tasks.
Skills & Qualifications:
- Highly Organized – Able to manage multiple priorities efficiently.
- Excellent Communicator – Strong verbal and written communication skills.
- Proactive & Problem-Solver – Anticipates issues and finds solutions.
- Tech-Savvy – Comfortable with scheduling software, spreadsheets, and CRM tools.
- Reliable & Trustworthy – Integrity and accountability are essential.
- Customer Service Oriented – Professional and courteous in all interactions.
Growth & Advancement Opportunities
Supportive & Team-Oriented Work Environment
Stable Full-Time Position
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- Paid time off
Schedule:
- Monday to Friday
Ability to Commute:
- Kennewick, WA 99336 (Required)
Ability to Relocate:
- Kennewick, WA 99336: Relocate before starting work (Preferred)
Work Location: In person
Salary : $20 - $26