Office Manager/Customer Service Representative Job Description
Rev 2025-04-02
Fire and Water is looking for an Office Manager/Customer Service Representative to manage the front office and provide customer service in a fast-paced environment. Fire and Water is a locally owned business selling, installing and servicing fireplaces and outdoor kitchens for over 40 years. The candidate will be the first point of contact with customers on behalf of the company, creating and maintaining a pleasant work environment; ensuring a smooth-running office while handling the day-to-day administrative operations.
General Responsibilities:
· Manage administrative duties and office procedures.
· Be well organized, flexible, and maintain clean workspace/showroom in fast-paced office.
· Provide high levels of organizational effectiveness, communication and issue resolution.
· Possess a creative mind with an ability to suggest improvements, develop procedures and implement and evaluate them with team members to improve efficiency.
· Experience in handling a wide range of administrative duties and support-related tasks and able to work independently with little or no supervision.
· Provide introductory information to new customers, as well as suggesting information about other services and products.
Customer Service Responsibilities:
· Answer and manage a large amount of incoming phone calls, phone texts and emails.
· Ensure customer satisfaction and provide professional customer support.
· Build sustainable relationships and trust with customers through open and interactive communication.
· Determine the quickest, most effective ways to answer a client’s or customer’s questions.
· Handle customer complaints, provide appropriate solutions and alternatives within reasonable time limits; follow up to ensure resolution and satisfaction.
· Work with other staff to find appropriate solutions.
· Provide information regarding additional products or services.
· Keep records of customer interactions, comments, complaints.
Office Responsibilities:
· Have experience with a variety of office software including MS Office suite [Excel, Word & Outlook], Quickbooks accounting Point of Sale module, Google search.
· Answer phones; schedule service calls in Excel spreadsheet and installations.
· Obtain permits and schedule inspections.
· Hands on experience with office machines.
· Process orders, forms, applications, and requests, and make modifications/changes to them.
· Maintain customer accounts in Quickbooks Point of Sale and process payments.
· Know how to operate units in showroom and pull brochures when necessary.
· Maintain files.