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WS
Wilkins Services
Office Manager
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Scorecard
Based on Louisiana data
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What they do
An Office Manager directs administrative staff and manages workflow in a business office. Supervises clerical work, tracks office supplies, oversees maintenance for office equipment and manages budget for office expenses. May hire and train staff.
$53,988 / year median in Louisiana
+2% projected growth
Job Description
Role:
Office Manager Reports To:
CEO Status:
Exempt (In Office)Compensation:
$100,000 - $150,000 per yearWho We Are:
Our vision is to make Wilkins a household name in the Baton Rouge and Denham Springs area by 2031. We are trusted to turn complex systems into predictable results and build our operations around providing maximum value, not volume.Core Values:
We are strictly committed to doing it right the first time, consistently educating customers, and maintaining a constant desire to learn and improve.Role Alignment:
As the Office Manager, you are the front-office leader of Wilkins Services. By guiding our Customer Service and Dispatch teams and working lockstep with field leadership, you ensure our commitment to doing it right the first time starts the moment a customer contacts us. Role Outline & Key Responsibilities This is a senior leadership position reporting directly to the CEO, responsible for driving the performance of the entire front office.- Lead, manage, and hold accountable the Customer Service Coordinator and Dispatch Coordinator to execute their respective scorecards.
- Collaborate closely with the Maintenance Manager and Sales Manager to bridge the gap between front-office logistics and field operations.
- Oversee the customer experience journey, ensuring the office team accurately communicates scheduling, financing, and service updates.
- Ensure the office operates with a strict focus on delivering maximum value and eliminating operational friction.
- Work with accountant and CPA to ensure financial reports are accurate and timely. Performance Scorecard
Team Leadership:
Ensure 100% accountability and goal achievement across the Customer Service and Dispatch departments.Cross-Departmental Synergy:
Seamless coordination with the Maintenance and Sales Managers, measured by zero dropped handoffs between the office and field.Customer Experience Oversight:
Maintain top-tier customer satisfaction by ensuring the front office perfectly executes 24-hour response SLAs and proactive appointment tracking.- Manage cash days on hand to desired level while executing organizational profit plan.
- Ensure overhead expenses do not exceed 19% of Revenue. Qualifications & Requirements
- Extensive leadership experience overseeing office operations, customer service, and dispatch teams, ideally within the home services/HVAC sector.
- Demonstrated capability to collaborate cross-functionally with senior field leaders to improve operational efficiency.
- Strong strategic mindset with a track record of implementing continuous learning and process improvements.
- Absolute commitment to doing things right the first time and leading a team that shares this core value.
- Ability to read, interpret, and apply income statements.
- Experience with CRM's such as House Call Pro or Service Titan (nice to have).