Administrative Manager

Administrative Manager

The Administrative Manager leads the administrative team while overseeing daily customer communication, scheduling logistics, billing, and basic HR administration. This dynamic, multi-faceted role requires a highly organized leader with strong software proficiency and interpersonal skills to maintain efficient office operations and ensure an exceptional customer experience.

Customer Communication

• Answer phones, return voicemails, and respond to messages in a timely fashion. Thoroughly document conversations in appropriate channels. 
• Monitor general inquiries to inbox/website - respond or forward to appropriate channels.
• Use knowledge of the industry to educate customers and answer questions (complete CEUs to be able to deliver accurate information). Utilize good soft skills to diffuse customer conflict in a professional manner. 
• Provide outstanding customer service during customer interactions to build relationships.
• Book toilet rentals for events, ongoing rentals, septic pumping, inspections, service calls and repairs. Accurately take payments over the phone and in-person. 
  
  

Software Coordination and Scheduling

• Use advanced knowledge of both Service Titan and Service Core softwares to effectively book and monitor jobs. Navigate the schedules in Service Core and Service Titan to schedule work efficiently to support other departments. 
• When appropriate, coordinate with the Septic Manager and Fleet Manager to schedule and reschedule appointments and emergencies. 
• Ensure all job information is complete by investigating and delivering the correct paperwork to each Septic job, using Online RME and County parcel searches. Utilize knowledge to interface with Online RME and County officials.
  
  

Billing

• Execute and support regular administrative workflows, including generating customer invoices, processing daily payments, and managing standard billing procedures.
• Monitor outstanding customer accounts, systematically tracking and collecting on past-due balances.
• Act as a primary point of contact to discuss and clarify costs, payment terms, and account discrepancies with customers, ensuring full resolution and thorough documentation.
  
  

 Office Management

• Responsible for all inventory and ordering/maintenance of uniforms, office supplies, and office equipment.
• Respond to office material and maintenance requests.
• Work with the external IT contact to troubleshoot any office-related technical issues. 
• This position may be asked to hold the ‘on-call phone’ on occasion in accordance with Good Man’s On-Call Policy.
  
  

Human Resources Administration

• Manage HRIS system - enter and maintain accurate information, serve as software admin, ensure proper account securities. 
• Manage onboarding for new employees - assign training duties as appropriate.
• In collaboration with the CEO, navigate employee relations issues.
• In collaboration with the CFO, navigate benefits enrollment and administration.

Training and Supervision

• Oversee training of new hires in the administration department. Shadow and be shadowed to provide training in real time. Assign Trainuals and track completion. 
• Provide supervision and performance management to Administration Team:
  • Conduct routine huddles with the administrative team.
  • Document positive work and negative work to offer accurate performance feedback.
  • Identify areas for development for direct reports; Schedule CEUs for them to gain education and be more proficient at their job/s.
  • Work with direct reports to develop individual SMART goals (Specific, Manageable, Attainable, Relevant, and Time Bound) and support them to attain them. 
  • Communicate with the CEO for performance reviews and attend reviews for septic staff.
  • Participate in hiring, developing, and terminating Administrative staff.

Qualifications:

• High school diploma and 3+ years work experience, or Bachelor's Degree.
• At least 3-5 years demonstrated positive customer service experience. 
• Computer proficiency and strong software experience. 
• Previous experience with Bamboo HR or other HRIS software.
• A strong ability to multitask with a strength in organization.
• Ability to adapt and use quick-thinking in a dynamic work environment that fluctuates seasonally. 
• Excellent interpersonal communication skills, both written and verbal. Ability to navigate difficult conversations.
• Phone communication and reception skills.
• General accounting skills for payment processing. Prior accounting or QuickBooks experience is a plus.
• Must be a team player as they will sometimes need to coordinate solutions among employees.
• Punctuality
• A positive attitude and sense of humor.
• Maintain self-motivation and remain productive throughout the day.
• Confidence using smart phones and mobile apps.
• Comfortable using mapping technology i.e. Google maps etc.