Chisholm, Plumbing Heating and Air-Conditioning

Office Manager Job Description

Position Purpose

The Office Manager is responsible for overseeing daily office operations, managing administrative team

performance, handling payment processing and reconciliation, ensuring operational consistency, and

maintaining accountability across front-end systems. This position directly impacts revenue performance, cash

flow accuracy, customer experience, team productivity, and operational integrity.

Core Responsibilities

Team Leadership & Oversight

Supervise and manage CSRs and Dispatch personnel.

Monitor and enforce defined KPIs for office staff.

Conduct regular performance check-ins and coaching sessions.

Address attendance, professionalism, and policy violations promptly.

Assist with hiring, onboarding, and training of office team members.

Support HR policies in coordination with Project Manager/HR.

Payment Processing & Financial Handling

Process customer payments including card, check, ACH, and financing transactions.

Coordinate financing documentation and submission.

Ensure accurate allocation of payments to correct invoices.

Reconcile daily payments against invoices and revenue reports.

Prepare and verify daily deposit reports.

Escalate discrepancies immediately to leadership.

Protect sensitive financial information and follow internal control procedures.

Scheduling & Three-Day Job Board Requirement

Maintain a minimum three (3) full business days booked on the job board at all times.

Monitor forward booking daily to prevent revenue gaps.

Direct outbound campaigns if the schedule drops below three days.

Review weekly revenue forecast and staffing needs.

Prevent reactive scheduling and same-day revenue scrambling.

KPI & Performance Oversight

Monitor CSR booking rate (90%+ target).• Monitor Dispatcher schedule fill rate (95%+ target).

Review daily revenue production and scheduling efficiency.

Conduct weekly KPI review meetings with staff.

Identify performance trends and implement corrective plans.

Communication & Customer Experience Oversight

Monitor call quality and script adherence.

Review customer complaints and escalate appropriately.

Ensure all communication channels are actively monitored.

Maintain consistent customer communication standards.

Systems & Workflow Management

Ensure CRM and workflow systems are properly followed.

Maintain documentation accuracy standards.

Improve office processes and operational efficiency.

Identify and eliminate workflow bottlenecks.

Maintain organized digital and administrative records.

KPI & Performance Metrics

Financial Accuracy

Zero payment misallocations.

Accurate daily reconciliation and deposit preparation.

Complete and accurate financing documentation.

Immediate resolution of discrepancies.

Three-Day Board Compliance

Consistent maintenance of minimum three-day booked schedule.

Proactive outbound execution when schedule drops.

Weekly revenue forecasting review.

Team KPI Compliance

CSR booking rate maintained at 90% or higher.

Dispatcher schedule fill rate maintained at 95% or higher.

On-time arrival percentage maintained at 90% or higher.

Cancellation recovery rate maintained at 80% or higher.

Operational Efficiency

Workflow compliance and documentation accuracy.• Reduction in scheduling errors.

Timely issue resolution.

Professional team leadership and accountability.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Work Location: In person

Chisholm Heating & Air, Plumbing & Electric

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