Job Description

Job Title: Office and Customer Service Manager Reports To: CEO Revision Date: 11.08.2023 FLSA: Exempt NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization. Position Overview The Office Manager organizes and coordinates office administration, client relations, customer relations and staff administration to ensure organizational effectiveness to drive strong business performance and safety. Essential Job Functions/Duties: Office Operations Oversight:

• Develop and implement office policies, procedures and standards to guide the efficient operation of the office.

• Ensure that all office systems and equipment (telecommunications, photocopiers, security systems, etc.) are maintained and up-to-date.

• Manage contracts and price negotiations with office vendors, service providers, and the office lease.

• Direct OSHA program requirements to ensure compliance.

• Maintain a safe working environment.

• Handle issues as they are presented.

Administrative Support:

• Answer telephone calls and emails from customers and clients and direct them to relevant staff.

• Monitor office supplies and order new stationery, furniture, appliances and electronics as needed.

• Organize maintenance companies to keep the office clean and safe and ensure its appliances are in good working order.

• Report office progress to senior management and work with them to improve office operations and procedures.

• Monitor internal controls to assure compliance with established procedures.

• Represent the facility at and participate in top level meetings as required.

• Schedule and participate in departmental meetings.

• Assist in standardizing the methods in which work will be accomplished.

Human Resources Management:

• Assist with the recruitment of new staff, including training and induction.

• Interview and train new office employees and organize their employment paperwork.

• Counsel employees who need support in their roles.

• Maintain records with respect to vacation, sick leave, personal days, performance reviews, warnings, points, and violations and provide reports to the CEO as required.

• Maintain high level of discretion and confidentiality for both business and personnel affairs.

• Coordinate with HR Consultant to update and maintain office policies as necessary.

Communication Coordination:

• Act as the point of contact for internal and external clients.

• Liaise with facility management vendors, including cleaning, catering and security services.

Customer Service Lead

• Lead and Manage Customer Service Department.

• Improve customer service experience, create engaged customers and facilitate organic growth.

• Take ownership of customers issues and follow problems through to resolution.

• Set a clear mission and deploy strategies focused towards that mission.

• Develop service procedures, policies and standards.

• Keep accurate records and document customer service actions and discussions.

• Analyze statistics and compile accurate reports.

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

• Keep ahead of the industry\xe2\x80\x99s developments and apply best practices to areas of improvement.

• Control resources and utilize assets to achieve qualitative and quantitative targets.

• Adhere to and manage the approved budget.

• Comply with the company policies and procedures.

Required Qualifications:

• Bachelor\xe2\x80\x99s degree in business administration, communications, or a related field preferred.

• Proven office management, administrative, or assistant experience.

• Knowledge of office administrator responsibilities, systems, and procedures.

• Proficiency in MS Office, with the ability to learn new software and systems.

• Familiarity with email scheduling tools, like Email Scheduler and Boomerang.

• Excellent time management skills and ability to multi-task and prioritize work.

• Strong organizational and planning skills in a fast-paced environment.

• A creative mind with an ability to suggest improvements.

• Previous experience in human resources, finance, or facilities management preferred.

• Certification in Office Management, Project Management, HR, or relevant field is a plus.

• Attention to detail and effective problem-solving skills.

• Excellent written and verbal communication skills.

• Capacity to analyze a problem from multiple perspectives and explore creative solutions.

• Ability to work well with others.

• Ability to work extended hours and workdays in a fast-paced environment to meet deadlines and work demands as needed.

• Professional attitude and appearance.

• Valid Drivers\xe2\x80\x99 license.

Physical & Mental Demands and Working Conditions: Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a stationary position at least 50% of time.

• Must occasionally move about inside the office to access file cabinets, office machinery, etc.

• Frequently communicates with co-workers and patients/clients in person and over the telephone to answer questions and provide assistance.

• Must be able to articulate concepts and ideas in a clear, concise and accurate manner.

• Must have the ability to assess problems and provide solutions and use good judgment.

• Occasionally will need to reach with hands and arms, lift up to 25 pounds, climb/balance, stoop/kneel/crouch/crawl and push/pull file cabinet drawers.

• Must be able to identify and assess information on computer screens and written reports and documentation and record accurate written and electronic messages and reports.

• Requires the ability to distinguish letters or symbols and eye/hand coordination.

• Position requires occasional (20%) travel within the local area, traveling to office and business locations to conduct business transactions. This involves exposure to weather conditions, traveling distances to and from buildings, and operating a vehicle.

• Requires the ability to distinguish letters or symbols and eye/hand coordination.

• Ability to Comply to the Company Drug and Alcohol Policy as a requirement of a position that could adversely affect the safety of others.

OTHER DUTIES This job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Job Type: Full-time Pay: $45,000.00 per year Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person