Front Office Manager - Job DescriptionAbout the role Anderson Lock & Safe has been Phoenix's commercial locksmith and security partner since 1966. Every job starts with a phone call and ends with a technician at the door. The front office is everything in between. The Front Office Manager leads that team: the customer service reps who answer and book, and the dispatchers who schedule and route. You'll make sure every call is answered, every job is booked right, every technician has a full and sensible day, and no job sits on hold longer than it should. You own the numbers that show how fast and how well we get work from the first call to a finished job. Location Phoenix, AZ (on-site) Reports to VP of Operations Leads Customer Service Representatives and Dispatchers, including CSR/dispatch staff supporting our Wichita branch Classification Full-time, salaried, exempt What you'll doLead the team Hire, train, and coach CSRs and dispatchers so each one can handle their seat with confidence, and cross-train so coverage never depends on one person Set schedules and shift coverage so phones are answered and the board is managed during all open hours Listen to calls, review the board, give regular feedback, and hold weekly one-on-ones Build and maintain written processes for the front office, so routine problems (a truck breakdown, a no-show, a parts delay) are handled the same way every time without escalating Handle performance issues, timecards, and PTO for the team Answer and book every call Make sure every inbound call is answered quickly and every missed call gets a call back Turn calls into booked jobs: capture the right details, pricing, and job type the first time Jump on the phones yourself during busy stretches Take escalated calls from upset or high-value customers and resolve them Run dispatch and the daily board Make sure the board is set each morning and every technician has a full, well-routed day Match the right technician to the right job, putting the best people on the highest-value work Keep customers updated on arrival times, delays, and follow-ups Coordinate with the VP of Operations and squad leads on technician availability and priorities Get jobs off hold Own the jobs-on-hold list from end to end. Every held job has a reason, an owner, a next step, and a due date in ServiceTitan Assign follow-up work to your team: deposit calls, scheduling calls, and parts follow-ups Chase the people outside your team who own a step: estimators for estimates, the parts department for orders and receiving, technicians for research Contact unresponsive customers by text, call, and email, and take the job off hold after two weeks with no response Report on held jobs weekly: how many, why, and how long they've waited Own ServiceTitan accuracy Make sure every customer, location, and job record is complete and correct, including tax rates and pricing Use ServiceTitan reports and the CSR dashboard to track team and individual performance Work with the VP of Systems & Integration on custom fields, reports, and automations that cut clicks and catch errors Find and fix process problems that cost us bookings, slow jobs down, or frustrate customers Protect our reputation Make the customer experience consistent from first call to job completion Monitor and help grow our Google reviews Bring customer feedback and trends to the VP of Sales & Estimating What you bring 3+ years in customer service, dispatch, or a call center, including at least 2 years leading a team Dispatch or scheduling experience in home or commercial services (locksmith, HVAC, plumbing, electrical, security) strongly preferred Working knowledge of ServiceTitan or a similar field service platform Calm, clear, and warm on the phone, especially with frustrated customers Organized enough to juggle calls, the board, and follow-ups without dropping anything Willing to raise hard issues directly and hold people outside your team to their commitments Comfortable with reports and numbers, and able to turn them into action Our values We hire people who live these every day: Enthusiastically serving each other Being a dependable team player Being honest while respectful Being people-oriented Continually improving Pay and benefits Base salary $65,000 to $85,000 per year, based on experience Performance bonus Up to $10,000 per year, tied to booking rate, jobs on hold, and team targets Benefits Health benefits eligible after 30 days, plus PTO and paid holidays Schedule Monday to Friday, business hours on site in Phoenix, as well as some nights and weekends.

Pay:

$65,000.00 - $85,000.00 per year

Benefits:

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

Work Location:

In person