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Hall's Culligan Water · 1 month ago

Office Manager

Wixom, Michigan, United States

Full-time

Onsite

Mid Level

Hall's Culligan is a premium provider of drinking water and water treatment services. As an Office Manager, you will ensure smooth office operations by handling customer interactions, resolving issues, and supporting cross-functional teams while managing scheduling, billing, and compliance standards.

Consumer Services

Responsibilities

Monitors customer interactions via phone & email, using tracking software when applicable, including call center monitoring

Effectively and accurately addresses escalated customer concerns, troubleshoots problems, and provides accurate information

“Owns” issue resolution, and collaborates with other departments when necessary

Comfortable handling heightened conflicts, and difficult conversations

Works with departments to coordinate the removal of rental equipment when customers fail to pay

Develop and maintain an understanding of our products and services to effectively assist customers and addresses their needs

Offer product/service recommendations and educate customers

Ensures customer interactions and transactions are documented properly in customer service software

Works with upper leadership on creating and pulling reports needed

Ensure payroll commissions, bonuses, and other compensation are assembled, balanced to WaterFlex, and submitted to payroll by the payroll submission deadline without errors or omissions

Month end processing of bills and reports

Efficiently manage and prioritize tasks to meet individual and team performance goals

Meet deadlines and response times while maintaining quality in work and customer interactions

Manage general office staff duties to include by not be limited to, assisting walk-in customers, balancing cash register, phone coverage and call tracking, scheduling install and service calls, customer account adjustments, balancing route and bottled water sales pay sheets, etc

Ensures dealership operations comply with all safety regulations, industry standards, and company policies

Leads safety training and enforces protocols to maintain a safe environment for employees and customers

Oversees incident reporting and investigations, ensuring proper documentation and resolution

Responds to emergencies, providing direction to minimize disruption and ensure safety

Maintains compliance with legal requirements and safety standards, working with legal and insurance teams as needed

Ensures confidentiality of sensitive customer and employee information

Qualification

Customer service experienceCRM platform proficiencyVerbal communicationWritten communicationProblem-solving abilitiesMulti-tasking skillsOrganization skillsAttention to detail