Office Manager

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Training & development
• Vision insurance

• Competitive pay ranging from $27-$29 per hour
• Health insurance
• Vision, Dental, Accident, Hospital, Crit Illness, Life Insurance
• Vacation
• Performance bonuses
• Flexible scheduling
• Advancement and growth opportunities
• Regular pay reviews
• Plus more!

1. Utilize Ace dispatching & schedule management software to ensure timely and accurate scheduling of customer needs, keeping in mind logistics of projects, over and under estimate times, travel times and weather
2. Act as first point of escalation for customer concerns and follow up with past customers as needed
3. Assist in solving operational and logistics issues to ensure a smooth customer journey and drive business profitability
4. Take a lead in development and implementation of process improvements following the AHS operations manual and recommended best practices
5. Answer phones, review inbound emails, respond to customer calls and online leads in timely manner.
6.  Ensure CSRs educate customers on capabilities, quote projects via phone, email or text as appropriate (with phone being primary communication mode), and schedule customer appointments as backup to CSRs.  Lean heavily on phone conversations rather than texts and emails to ensure customer is fully versed on value proposition as pricing is shared.
7.  Ensure calls are answered live by office staff between 8:00 and 5:00 M-F and act as second on phone answering to achieve this objective.
8. Keep Field Staff updated on schedule changes in the office and communicate schedule adjustments as needed 
9. Manage digital and physical documents, ensure key metrics are transparent and visible to entire TEAM to ensure alignment and team success; keep application and onboarding packages updated for use for interviews and onboarding 
10. Lead and coach office staff on following Service Path and using tools and systems to improve customer experience and office efficiency.
11. Develop and report weekly on key metrics for Office Management; non-billable hours, daily/weekly/monthly revenue, average daily revenue, average invoice revenue, outstanding AR, bookings/leads and booking rates or others as mutually agreed
12. Solicit cross team feedback and corrective action plans for metrics consistently below target, seek broad team input on solutions prior to deploying
13. Partner with Owner and Field Manager on Hiring, Training and Evaluating craftsmen  
14. Work with Field Manager to ensure adequate new Craftsman shadowing assignments prior to assigning Craftsman solo projects
15. Assist the Owner on other duties as assigned and mutually agreed

• Leadership – A key member of the Leadership team, partners with Owner and Field Manager to manage the assets of the company, delight customers and responsibly grow business.  Exhibits attributes of caring company culture.  Consistently demonstrates respect for, and dedication to, our Customers, Craftsmen and Community. Builds a TEAM culture – Together Everyone Achieves More.
• Accountability - Measures and reports on key metrics and profitability; including Accounts Receivable; bookings/leads and close rates, daily/weekly/monthly revenue, revenue/hours per craftsman and is the lead for overall management of the customer schedule.
• Profitability – Audit job invoices and paperwork to ensure full billing, including accurate labor hours, package prices and materials costs.   Drives high bookings rate and labor hours per day to maximize income for craftsmen and profit.  Ensures Accounts Receivable are kept at or below target levels.
• People Management - Leads Office management and is integral in the hiring, onboarding, training and review processes for Office Staff.  Summer interns direct report to Office Manager.  Critical member of Craftsmen hiring team, and works closely with Field Manager on craftsman coaching and development plans.
• Communication – Is the voice of the business for Customers.  Communicates clearly the value proposition, Service Path and messages on how we are different from others in our industry.  Coaches and assists Craftsmen on use of dispatching software, receipt and documentation management and timely return of required paperwork to complete job review.  As a partner with the Owner, consistently encourages office and field employees to improve skills and process and to drive bigger results than they imagined possible.
• Education - Stays current on latest software and AHS Best Practices for office to drive process efficiencies.
• Relationships - Builds positive relationships with Leaders, Office Staff,  Craftsmen, customers, sub-contractors, and suppliers.
• Innovation & Continuous Improvement – Brings a sense of optimism, and a drive for innovation, to Office Management role and Leadership Team.  Never satisfied with the status quo, consistently offers constructive ideas for process improvement to make things even better.

• High school diploma or GED
• 5+ years of administrative assistant/scheduling experience
• Comfortable with sales
• Adaptive to technology
• Strong customer service skills
• Excellent office management skills
• Solid typing skills; ten-key skills, a plus
• Great multitasking and prioritization skills
• Exceptional communication skills
• Sales and/or Marketing – a basic understanding of sales and marketing and the differences between the two, a plus 
• QuickBooks Online or other accounting knowledge, a plus 
• Customer-facing experience, a plus
• ServiceTitan experience is a major plus

Ace Handyman Services is a franchise network of Independently Owned and Operated Franchises. Your application will go directly to the franchise owner, and all hiring decisions will be made by the management of that franchise. All inquiries about employment at this franchise should be made directly to the franchise owner, and not to Ace Handyman Services Corporate.