Office Manager

Overview

Vision:

As the Office Manager at Heritage Home Services, you play a crucial role in ensuring exceptional service to our customers, team members, and the community. Guided by our core values of Treating People Right, Doing Things Well, and Always Pursue Better, your efforts contribute directly to the success and growth of our organization.

Mission:

Reporting directly to the General Manager, you will oversee and efficiently manage various aspects of our cross-functional business operations. Your responsibilities will span across being the primary employee point of contact, Accounting, Office Management, and you may get involved in IT, Business Operations, and Customer Success as needed.

Direct Reports: Office Administrator 

Key Contributions:

• Supervise, mentor, and coach team members within the office administration.
• Collaborate with the General Manager to develop and implement strategic plans for office management and administration.
• Ensure compliance with company policies and procedures.
• Proactively address and resolve any issues within the teams.

Employee Support:

• Facilitate new hire orientation for a seamless onboarding experience.
• Manage employee offboarding, including equipment collection and system compliance.
• Maintain office communications and compliance boards.
• Collaborate with Regional Employee Services on Workers' Comp Claims.
• Provide general employee inquiries support.
• Assist the General Manager in payroll compliance.

Accounting Support:

• Manage Accounts Receivable for accounts under 90 days old.
• Process and manage Employee Expense Reports.
• Efficiently handle Cash and Bank Deposits.

General Office Management and Administrative Support:

• Manage vendor relationships and facility-related matters.
• Order and maintain general office supplies.
• Coordinate vehicle registration for the location.
• Oversee compliance with permitting requests.
• Schedule fleet repairs and maintenance.
• Assist leadership in planning and executing employee events.
• Manage uniform inventory and ensure compliance.
• Perform other duties as assigned.

Secondary Role Responsibilities:

IT/Technology Support:

• Assist with ordering, distributing, tracking, and managing IT equipment and assets.
• Coordinate and manage IT support and equipment repairs.
• Set up accounts within primary programs for new hires.
• Provide location-based IT support.

Business Operations Support:

• Oversee financing programs.
• Manage licensing renewal and apprenticeship registration.
• Provide customer service during business hours.

Qualifications:

• Proven experience in office administration or a related role.
• Excellent organizational and multitasking skills.
• Strong attention to detail and accuracy.
• Proficiency in Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Ability to handle sensitive information with confidentiality.
• Knowledge of basic accounting principles is a plus.
• IT/technology support experience preferred.
• Customer service experience is a plus.

Additional Requirements:

• High school diploma or equivalent; additional education or certification is a plus.
• Valid driver's license.
• Ability to occasionally lift and carry office supplies or equipment.

Please note that duties, responsibilities, key performance indicators, and targets may be subject to change based on business needs. The Office Manager is expected to fulfill any other duties assigned by the General Manager or regional leadership.

Always Pursue Better:

At Heritage Home Services, our commitment to "Always Pursue Better" drives us to strive for organizational excellence. By focusing on customer satisfaction, continuously improving our methods, measuring key processes, using factual information, fostering clear communication, reducing process time, promoting teamwork, recognizing improvement efforts, and involving everyone in the process of change, we ensure long-term success as an organization.

Qualifications

You must have:

• Proven 2 years of Account Management experience (B2B preferred)
• Proficiency with CRM software (e.g. ServiceTitan, HubSpot) and MS Office (particularly MS Excel)
• Deadline and detail-oriented
• Exceptional verbal and written communication skills
• Ability to collect, track, and analyze large amounts of data
• Adaptability and strong problem-solving skills
• Excellent active listening skills
• Strong problem-solving and decision-making skills
• Ability to build rapport and collaborate with others within the internally and externally
• Understanding of consumer behaviors and industry trends
• Proven ability to successfully manage multiple accounts
• Bilingual in English & Spanish a plus
• Trades Experience a plus

Responsibilities

What you will do:

• Communicating with customers to ensure that all of their needs are understood and addressed
• Building strong customer relationships to maintain quality of business with our customers
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Resolving complaints and keeping track of all processes that pertain to the customer’s desires
• Acting as the customer’s main point of contact to ensure that their demands are met with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Manage accurate and timely billing of commercial accounts
• Strong problem-solving and decision-making skills
• Effectively manage account receivables and collection
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives