Company Overview Fred's Appliance has been proudly serving customers since 1962, establishing a strong reputation as a family-owned and operated business with multiple locations across several states. As a growing organization, we offer stability, opportunities for advancement, and a chance for dedicated individuals to make a meaningful impact within our team. Job Overview Freds Appliance is seeking an experienced Office Staff Manager to lead our fast-paced call center supporting the Service Department. This role oversees a team of 20-30 customer care and dispatch professionals, ensuring smooth daily operations, excellent customer communication, and consistent workflow execution across multiple locations. Responsibilities Call Center leadership - Manage, coach and support a team of 20-30 staff members handing inbound calls, scheduling, and service coordination. Performance Management - Conduct regular check-ins, monitor KPIs, maintain accountability for attendance, quality, and productivity. Workflow Oversight - Ensure accurate ticket creation, proper documentatiion, and smooth communication between customers, technicians, and internal departments. Training and Development - Provide ongoing coaching, onboarding support, and skill development for new and existing team members. Cross-Departmnet Collaboration - Work closely with other service managers, parts, warranty, and invoicing teams to maintain operational alignment. Problem Resolution - Assist with escalated customer concerns and support staff in navigating complex service situations. Qualifications Proven experience in office management or administrative roles with supervisory responsibilities of 3+ years Strong communication, coaching and conflict-resolution skills Ability to manage a large team with varying experience levels Excellent communication skills with professional phone etiquette and client interaction experience Comfortable working in a fast-paced, high-volume enviorment Proficiency with computers, scheduling systems, and workflow tools.

Benefits:

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

Employee Discount Pay:

$56,000.00 - $62,000.00 per year

Work Location:

In person