The Office Manager (OM) makes the first and most lasting impression on customers. The OM is the primary person responsible for customer relations and inbound sales, but also manages Craftsman scheduling, office workflow, some marketing, light bookkeeping, TEAM communication, and office administration. For success, the Office Manager should get to know and fully understand the skillsets of each Craftsman, as well as his preferred work territory, in order to best manage the schedule.
Office Manager duties include:
First on the phones and inbound leads
Answer within 3 rings using the Ace Handyman Services greeting or quickly return calls and emails
Follow the Call Blueprint and deliver the Value Proposition Proficiently lead calls and build rapport with customers Listen to solve problems and respond empathetically Educate prospects and set expectations
Use the assumptive close
Daily follow up with prospects via phone and email regarding leads that have not yet closed
Maintain and control the Dispatch.me schedule with firm appointment times, establishing the best Craftsman for the job, as well as monitoring for needed reschedules, changes, or adjustments
Manage Job Review: Audit Job Summary Sheets, check Dispatch & QBO Invoices and Payments, enter Job Materials receipts to QBO, Craftsman payroll time tracking, and handwritten Thank You Notes
Solve operational problems as they happen
Solve customer service issues as they arise
Warranty follow up phone calls (not email)
Handwritten Thank You Notes
Marketing may include
Social media updates Face-to-Face networking
Maintaining local web page offers, TEAM bios, before-and-after pictures, news & events, and rating PPC calls for better algorithm performance
Responding to customer reviews online
Manage the professional service network in Outlook contacts (digital Rolodex)
Office administration including, but not limited to, filing, invoicing, accounts receivable, mail sorting, and potentially accounts payable