Position Summary: The office manager’s primary responsibility is to oversee the administrative activity of the Division, including customer service, dispatching, invoicing, month-end, and other client deliverables.

Education and Experience: Minimum bachelor’s degree or five to seven years of related work experience, or equivalent combination of education and experience.

Essential Duties and Responsibilities:

• Provide direction for dispatch and/or sub-contractors to ensure we exceed customer expectations and commitments. May involve daily management of CSRs / Dispatchers / Account Coordinators.
• Promptly address customer complaints to assure resolution and maintain long-term relationships. 
• Provide leadership to efficiently coordinate several projects at the same time.
• Acquire a comprehensive understanding of the customer base and those customers’ requirements. Establishes and maintains an in-depth knowledge of the industry and competitive practices as they relate to multiple markets.
• Participate in customer meetings as requested. Such meeting may include but are not limited to: customer care calls, sales meetings, PM and project turnover meetings.
• Maintains active contact with other divisions, which is positive and supportive. Ensures communication with customers and/or team members is conducted in a manner that builds trust and leads to efficient problem resolutions.
• Train associates in job duties or company policies as needed.
• Work closely with Operations Manager, Service Manager, Project Manager, and General Manager to ensure success of daily operations.
• Drive monthly, quarterly, and annual operating process and improvements.
• Tracking fleet maintenance and repairs
• Reviews weekly incomplete service ticket evaluation to determine which tickets are ready to be billed (SAMPRO)
• A/R Collection calls for the division
• Manages the Month End reporting process and is responsible for the correct and timely submission of month end documentation to Support Group.
• Oversee Quality Assurance (QA) program
  • Performs phone call / call back program
  • Schedules & directs service manager quality inspections
  • Reviews QA field reports and submits to GM
• AFO Reports
  • Provide, understand, and analyze new profitability reports for use during the Ownership Thinking huddle
  • Generates monthly status reports on Construction, Maintenance, and Service margins to Service Manager and General Managers
  • Highlights above / below marginal sites, work orders, maintenance or construction jobs for corrective action / response
• Participate in recruiting, interviewing and selecting new associates.
• Maintain a professional, clean office environment that enhances AFO’s culture. Manage the office facility and environment to ensure that it remains safe, secure, and well-maintained.
• Be a cheerleader for Rapid Improvement Plans, associate surveys and other activities that will improve workplace morale.
• Organize associate functions to express gratitude for the hard work of the Associates and to make Air Force One a Best Places to Work
• Participates in office manager training, conference calls, and other activities and develops effective relationships with office managers in other divisions.
• Other duties as assigned

Supervisory Responsibilities
Supervisory responsibilities include carrying out related responsibilities in accordance with the company’s policies and applicable laws, and collaborates with GM and/or HR and support group on related issues including hiring, and training associates; planning, assigning and directing work; appraising performance; rewarding and disciplining associates, addressing complaints and resolving problems.

Desired Computer / Software Knowledge:
• Microsoft Word (Intermediate - Advanced)
• Microsoft Excel (Intermediate - Advanced). Ability to create formulas, pivot tables, import/export to and from databases.
• Microsoft Access (Intermediate). Ability to create queries and reports.
• Microsoft Outlook
• Accounting Software (Sampro, Quickbooks, Peachtree, Great Plains, etc.)
• CRM software (North Boundary, etc.)
• Dispatching Software