Job Description
Introduction
The OA role is critical to the smooth operation of the company. The OA serves a number of key roles, including acting as the primary information hub for field technicians, efficient scheduling, tracking important data and metrics, communicating with customers via a number of different channels, and handling accounts receivable.
The OA also plays a key role in ensuring that all customers have an amazing experience with Window Butler/Softwash Butler. This includes friendly and proactive communication and savvy complaint resolution.
The OA works a 40-hour/week schedule (Monday through Friday, 9am-5:00pm). The OM may occasionally be asked to be “on call” on Saturdays through certain busy parts of the season.
Reports To:
● General Manager
● Operations Manager
● Sales Manager
Communication
● Answer all general inbound phone calls, sms and instant messages and office emails.
● Coordinate with Operations Managers to address call-backs, equipment retrieval, etc.
● Coordinate with Crew Leaders to update job details, change orders, scheduling
changes etc.
● Respond to all online reviews.
● Engage in over-the-phone sales using company provided scripts, pricing and
service options.
Scheduling
● Maximize scheduling and routing each day to meet production goals.
● Scheduling, Dispatching and Confirming Appointments.
● Handle reschedule/cancellation requests promptly and efficiently.
● Master our CRM system for use in scheduling, routing and dispatching.
Administration
● Manage client database and records.
● Prepare, confirm and file forms and paperwork as needed.
● New hire onboarding documents.
● Performance Review, Quality Assessment, Vehicle Checklist documents, etc.
● Manage recurring meeting schedule.
● Populating Percentage Pay Sheet spreadsheet with accurate data.
● Create and post content on social media platforms on a weekly basis.
Accounts Receivable
● Create, edit and send invoices when jobs are complete.
● Ensure jobs have been marked complete and are ready to be invoiced.
● Make necessary adjustments to work orders based on feedback from Operations Manager and Crew Leaders.
● Send weekly reminders for overdue invoices.
● Take payments via credit card through CRM system over the phone.
● Prepare weekly A/R Aging Report for General Manager.
Key Skills and Qualities
The OA must display a number of key skills and qualities to be effective. This is a fast paced, sometimes hectic work assignment. A great OA must be able to juggle multiple tasks at once, while maintaining a level head. Most importantly, the OA must be able to care for our customers in an exceptional way at all times, regardless of circumstances. The Customer Experience must be the OA’s primary focus. Below are some key qualities that Window Butler/Softwash Butler looks for in OA candidates:
● A mind for organization
● Efficient use of time and resources
● Positive, friendly demeanor, even when faced with negativity or hostility
● Confidence in personal ability
● Proactive decision making
● A collaborative mindset when it comes to working with the team
Share’s Window Butler/Softwash Butler's vision for the future and wants to go there with the team
Job Type: Full-time
Pay: $40,000.00-$50,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
- Commission pay
Ability to commute/relocate:
- Ottawa, ON K2M 1X5: reliably commute or plan to relocate before starting work (required)
Experience:
- office admin: 1 year (preferred)
Work Location: In person
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