Office Manager - Fuel Industry

Description

Position Summary:

The Customer Experience & Office Manager is responsible for coaching and developing front-office operations while ensuring consistent, high-quality customer experience across all customer touchpoints. This role serves as the connection between Customer Service, Service Operations, Delivery Operations, and Market Leadership, ensuring processes, communication, and customer expectations are executed accurately and professionally.

Key Responsibilities:

1. Customer Experience & Service Quality

• Own the customer experience within the assigned office.
• Monitor customer feedback, complaints, and escalations; resolve or route as appropriate.
• Identify trends, gaps, or breakdowns in the customer journey and recommend process improvements.
• Partner with Central Support Team, New Customer Setup Team, and Service & Delivery Operations to ensure smooth handoffs and timely customer follow-ups.
• Track and report on customer experience outcomes, using data to drive continuous improvement.
• Reinforce service standards including responsiveness, communication, and professionalism.

2. Office & Administrative Management

• Oversee daily office operations, scheduling coverage, and workflow.
• Support customer service staff in proper intake, documentation, and process adherence.
• Ensure accuracy of delivery tickets, customer records, agreements, and required documentation.
• Maintain office organization and compliance with company standards.
• Serve as an escalation point for administrative or operational issues.
• Oversee and support the AR/collection process, payment plans, issue credit card refunds, request refund checks, issue small credits where necessary for customer satisfaction and retention under the guidance of the Operations Manager, Central Support and Accounting.
• Review, validate and approve employee timecards for accuracy and compliance with company policies.
• Maintain accurate records and documentation related to employee performance and disciplinary actions, in accordance with company procedures.

3. People Leadership & Coaching

• Actively coach and develop frontline team members through call monitoring, real-time feedback, and structured 1:1 performance conversation.
• Ensure customer expectations are clearly set during intake, scheduling, and follow-up by actively monitoring, reviewing and calibrating customer interactions while supporting The Haffner’s Way.
• Reinforce consistent messaging on services offered, limitations, and timelines.
• Lead onboarding and cross-training to build a skilled, confident and customer-focused team.
• Promote accountability and foster a culture where team members take ownership of the customer experience.

4. Process Improvement & Collaboration

• Partner with Operations and Management to improve service workflows.
• Ensure SOPs are followed and updated as needed.
• Support change management initiatives tied to systems, tools, or process updates.

5. Communication & Coordination

• Act as a liaison between Customer Service, Service Operations, Delivery, and Leadership.
• Ensure clear communication paths are established for support and escalation needs.
• Participate in customer service and operational meetings as required.

6. Success Metrics

• Consistent customer communication and follow-up.
• Reduced avoidable escalations and service delays.
• Strong collaboration between all internal business partners.
• Positive customer feedback and service outcomes.
• Measurable improvement in team member quality scores and call handling.
• Team member retention and engagement within the customer service team
• Completion of structured touchpoints (1:1s, call reviews, calibration sessions)

Requirements

Skills &

Qualifications:

• Proven leadership and management experience with the ability to set direction, coach team members positively, build strong teams, and achieve operational and customer experience goals.
• Prior experience coaching or supervising customer service or call center representatives, including call monitoring, performance feedback, and skills development, is strongly preferred.
• Strong verbal and written communication skills, with the ability to communicate clearly and professionally with customers, peers, and leadership.
• Demonstrated…