Office Supervisor - Internal Only at Culligan Water Conditioning of West Texas Inc – Midland, Texas

JOB TITLE: Office Supervisor - Internal Only

DEPARTMENT: Office

REPORTS TO: Operations Supervisor

SUMMARY: The Office Supervisor is responsible for supervising the administrative functions of the dealership with the guidance of the Office Manager and/or Operations Manager to ensure customer satisfaction and retention, a motivated and skilled workforce, open and effective communication, and attainment of organizational goals. They are a key component in the daily processes of the company.

BENEFITS:

• Consistent Work hours
• Paid Holidays
• Paid Time Off
• Medical, Dental, & Vision Insurance
• Supplemental Insurance
• Company Provided Life Insurance & Long-term Disability
• 401K retirement with Company Match
• Company Picnics and Holiday Parties
• Company Discounts

DUTIES AND RESPONSIBILITIES:

• Collaborate with Accounting team to ensure accuracy of the dealership’s financial reports: ensure you record, report, and complete required data for the Accounting team
• Assist in creating standard operating procedures for the department
• Maintain security of all customer information and property in compliance with Company policy
• Fluent in existing CRM (Customer Relationship Management) system and other relative platforms. EX: DMS, Fleetmatics, ADP
• Train and implement new software effectively
• Able to know, support, and delegate tasks between yourself and team while maintaining a fair workload distribution. As an Office Supervisor you should maintain a thorough understanding of the administrative functions in order to delegate functions. Administrative duties include, but are not limited to the following:
• Answer phones warmly and professionally, and direct calls to the appropriate groups
• Work with walk in customers at the Point-of-Sale processing charges and/or payments for Bulk Water, Bottled Water, Salt and Parts
• Assist with Bottled Water and Salt routes, which include scheduling deliveries, updating, and billing after routes are turned in, working with Route Manager, Route Drivers, and customers to ensure proper billing and customer satisfaction.
• Payment posting and collection efforts for delinquent accounts.
• Filing and auditing of daily batch posting
• Schedule service calls and assign to technicians.
• Updating service orders and new customer orders
• Billing out charges for service and new customers
• Gather data for monthly inventory by tracking the cost of parts used on rental repairs and owned repairs.
• Installation equipment tracking for new customers, as well as for new equipment to ensure proper Inventory reporting.
• Perform data entry, using Microsoft Excel for data entry.
• Assist Technicians, Route Drivers and Managers on various tasks as needed to ensure proper customer satisfaction and retention.
• Post revenues by verifying and entering transactions from lock box and local deposits.
• Create manual invoices for customers when required.
• Update receivables by totaling unpaid invoices.
• Maintain records by microfilming invoices, debits, and credits.
• Summarize receivables by maintaining invoice accounts.
• Generate monthly statements, send e-bills to customers, and print out postcard statements.
• Manage records of customer equipment removals: discontinue account, write up removal paperwork, refund money to customer if necessary, ensure removed equipment was returned to the warehouse, and code invoices to be posted for removals.
• Follow up with delinquent customer accounts on a weekly basis.
• Post customer payments by recording cash, checks and credit card transactions.
• Verify validity of account discrepancies by obtaining and investigating information from sales, customer service departments, and from customers.
• Resolve valid or authorized deductions by entering adjusting entries.
• Resolve invalid or unauthorized deductions by following pending deductions procedures.

SUPERVISORY RESPONSIBILITIES:

Directly supervises all employees within the Office department(s) performing administrative functions.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; reviewing and approving timecards/ PTO & UTO

Assist in payroll submission

Assist in onboarding new hires

Maintain open and positive communication with company-wide staff and management to achieve organizational goals

Collaborate with dealership staff and management develop realistic performance objectives tied to the dealership’s goals. With the General Manager, host and facilitate regular meetings with management to monitor progress and set tactical plan to attain the goals

Engage and encourage constructive criticism from team members

Maintain appropriate office staffing level among Customer Service Representatives, workload distribution, and the training and skills necessary to best serve the customer and meet business needs

QUALIFICATIONS:

High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

Computer skills required: (Salesforce; Development Software; Human Resource Systems; Microsoft Office; Payment Systems; CRM; etc)

Other skills required:

Prior Office Managerial experience or 3 years of related field experience

COMPETENCIES:

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Written & Oral Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Occasionally required to stand, sit, walk, talk or hear, and utilize hand and finger dexterity

While performing the duties of this job, the noise level in the work environment is usually quiet to moderate

The employee must occasionally lift and /or move up to or more than 50 lbs pounds

Specific vision abilities required by this job include: Close vision; Distance vision; Depth perception and ability to adjust focus

Additional remarks regarding work environment: Able to work in close proximity to others

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.