Job Title: OFFICE MANAGER
Full Time position - 40 hours per week
Salary Range: $75,000 - $86,000 based on experience
Benefits: Medical, Dental, Vision, Life, LTD, and 401(k)
Schedule: Monday - Friday 8:30 am - 5:00 pm
The ideal candidate will have an Associate's Degree (Bachelor's preferred) in business administration, operations management, or similar field. Must have 3-5 years related customer service experience and/or experience in operations or general management. Must have a minimum of 4 years of staff management experience. Must be proficient in Microsoft Office and have excellent verbal and written communication. Must be able to multi-task and be highly organized and have the ability to adhere to schedules and deadlines.
Leisure World of Maryland Corporation, the property management company for Leisure World of Maryland, located in Silver Spring, Maryland, is a private, age restricted community comprised of 29 community associations representing over 5,600 homes and extensive Trust operations. We are looking for an Office Manager for our Physical Properties Department (PPD).
ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Process Mutual and Trust requests - generate and schedule work orders and invoices for service provided.
• Maintain calendar of monthly Mutual and Trust maintenance - generate and schedule work orders and invoices for service provided.
• Assist department foremen with creating proposals, work orders and invoices for Mutual projects.
• Understands company pricing system and policies.
• Understands Mutual "Who Pays" documents as they apply to work order requests and billing.
• Understands coverage provided by PPD Service Contracts.
• Monitor department productivity; create monthly reports by department and employee.
• Monitor monthly residential and Mutual service contract usage.
• Act as super user project lead for system administration of work order software platform - maintain and configure core system.
• Identifying, escalating any risks or issues related to work order software.
• Identifying, supporting, and leading any additional work order software upgrades or modifications to complete assigned project tasks.
• Act as PPD subject matter expert (SME) on internal Customer Service processes.
• Ensures all work order software team members have completed training.
• Validates work order software system configuration is accurate.
• Manages workflow within assigned team to ensure efficient customer service operations.
• Monitors inbound and outbound calls and queues, tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction and generates activity reports.
• Supervises operation of the Customer Service Department, including Customer Service Representatives (CSR) and ensures impeccable customer service.
• Reviews, creates, and dispatches appropriate billing documents when service work is complete.
• Research customer accounts and respond to questions about service or invoices. Resolve service payment conflicts within limits of write-off authority.
• Monitors stranded phone calls and requests to direct CSR staff to return phone calls. Assigns to appropriate Customer Service Representative for resolution.
• Provides quality control for all invoices created by the Customer Service Department.
• Trains new Customer Service Representatives (CSR) on departmental procedures and expectations. Prepares timely annual performance reviews for each CSR.
• Monitors and reports information to the Resales Department for collection of unpaid PPD balances due at settlement.
• Creates the monthly on-call schedule for the After-Hours Department.
• Assists plumbing and electrical foremen with requests to utility companies (WSSC, Pepco, etc.)
• All other duties as assigned.

REQUIREMENTS

• Associate degree (Bachelor's preferred) in business administration, operations management, or similar field.
• Must have 3-5 years related customer service experience and/or experience in operations or general management.
• Must have a minimum of 4 years of staff management experience.
• Must be proficient in Microsoft Office and have excellent verbal and written communication.
• Must be able to multi-task and be highly organized and have the ability to adhere to schedules and deadlines.

KNOWLEDGE & SKILLS

• Ability to become work order system super user.
• Ability to effectively use MS Office Word and Excel, and field service database management software.
• Ability to deal with third-party vendors and community resident customers and residents with tact, patience, and courtesy.
• Ability to read, interpret, and apply rules, regulations, policies, and procedures.
• Ability to communicate effectively both orally and in writing.
• Ability to identify and meet customers' needs and requirements.
• Demonstrated excellence in organizational and time management skills. Ability to perform multiple tasks efficiently.
• Exceptional phone and customer service skills are a must.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Must be able to consistently provide a high level of accurate work, delivered in a timely manner.
• Empathy - Ability to appreciate and be sensitive to the feelings of others. Open Door Policy is a must.
• Customer Service - Ability to take care of the customers' needs while following company procedures. Must demonstrate excellent interpersonal and customer relations skills and must be able to effectively perform duties of the position within the context of LWMC's organizational structure.

We can offer you a challenging and rewarding environment with many opportunities to learn, grow and achieve great results. If you want to be part of our team, we'd love to hear from you. Competitive Salary and excellent benefits.