Customer Service & Office Manager
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Job Location:
Haverhill, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Summary: The Customer Service & Office Manager is a dual-purpose role responsible for leading the customer service team and ensuring the efficient day-to-day operations of the corporate office. This individual serves as a bridge between the front-line staff the finance department and executive leadership ensuring high standards of professionalism financial accuracy and facility organization.
I. Management & Leadership
Team Supervision: Provides day-to-day supervision and leadership for the Customer Service department and all Customer Service Representatives (CSRs).
Professional Development: Manages the training coaching and professional growth of CSRs to ensure a high-performing team.
Talent Acquisition: Collaborates with the HR Manager to recruit interview and onboard qualified talent for the department.
Escalation Management: Acts as the primary point of contact for complex customer issues resolving escalated calls in a professional and courteous manner.
Process Improvement: Partners with the General Manager to identify operational deficiencies and implement workflow improvements.
Inbox Management: Oversees the
inbox ensuring all inquiries are triaged and directed to the appropriate departments or individuals.
II. Office Operations (Office Manager Duties)
Facility Oversight: Ensures the office environment is organized professional and functional; coordinates with cleaning services and building maintenance as needed.
Vendor Management: Serves as the primary liaison for office-related vendors (e.g. IT support utility providers office equipment technicians and stationery suppliers).
Procurement: Manages the inventory and ordering of office supplies kitchen essentials and branded materials while staying within the departmental budget.
Mail & Logistics: Oversees incoming and outgoing mail deliveries and courier services.
Recordkeeping: Maintains and organizes physical and digital filing systems ensuring compliance with company data privacy standards.
Administrative Support: Provides high-level administrative assistance to the Executive team as needed and assists in the coordination of company events or staff meetings.
III. Financial & Customer Logistics
Billing Oversight: In collaboration with the Finance department completes all residential billing functions and provides backup support for commercial billing when necessary.
Accounts Receivable: Monitors credit card transactions; ensures all payments are processed and proactively follows up with account holders regarding declined payments.
Reporting: Prepares and analyzes regular reports regarding account usage receivables and team performance metrics.
Onboarding & Maintenance: Exercises precise attention to detail when onboarding new customers and ensures all existing customer accounts are kept accurate and up to date.
Sales Support: Ensures customers are fully informed regarding special promotions Pre-Buy options and Budget Programs.
Inter-Departmental Liaison: Maintains fluid communication between Customer Service Dispatch and the Service department to ensure seamless fuel deliveries and service calls.
QUALIFICATIONS
Experience: 610 years of experience in office management or customer service leadership. (Experience in the energy/fuel industry is highly preferred).
Education: Bachelors Degree in Business Administration Communications or a related field.
Leadership: Proven track record in a supervisory role with a strong emphasis on mentorship and team building.
Disposition: Ability to remain calm professional and solution-oriented in a fast-paced high-pressure environment.
Technical Skills: Expert-level proficiency in Microsoft Office Suite (Word Excel Outlook).
Availability: Ability to work extended hours as necessary particularly during peak winter demand seasons.
PREFERRED SKILLS
Industry Software: Direct experience with Blue Cow and Ignite software.
Linguistic Skills: Bilingual in English and Spanish.
Industry Knowledge: Prior experience working specifically for a heating oil or propane delivery company.
Required Experience:
IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
