Introduction
The OM role is critical to the smooth operation of the company. The OM 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 OM also plays a key role in ensuring that all customers have an amazing experience with Wise Coatings. This includes friendly and proactive communication and savvy complaint resolution.
The OM works a 20-40-hour/week schedule (Monday through Friday, 8am-4:30pm) with Holiday paid time off. The OM may occasionally be asked to be “on call” on Saturdays through certain busy parts of the season.
Reports To:
Owner/CEO
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 OM must display a number of key skills and qualities to be effective. This is a fast paced, sometimes hectic work assignment. A great OM must be able to juggle multiple tasks at once, while maintaining a level head. Most importantly, the OM must be able to care for our customers in an exceptional way at all times, regardless of circumstances. The Customer Experience must be the OM’s primary focus. Below are some key qualities that the Wise Coatings looks for in
OM 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 the Wise Coatings vision for the future and wants to go there with the team
