Job Description
Our company Niviron Inc. connecting with cancer immunotherapy. The company specializes in oncolytic viruses. Our main goal is to increase the duration and quality of life by promoting new technologies aimed at the treatment of oncological diseases to the market. Join us & be a part of this life-saving work!
We are searching for a talented, highly organized and resourceful Administrator to provide office management, administrative, operational, clerical, and customer service support to our Niviron Team. The Office Manager manages all branch operations by fully supporting the Branch Manager’s branch responsibilities. The Office Manager directly performs critical branch tasks as well as ensuring completion of tasks assigned to other branch staff. The Office Manager is the customer liaison on all customer complaints. The position is fully responsible and accountable for all branch A/R activities and all administration.
This is a Full Time Hourly position: Monday – Friday Day Shift.
Must have exceptional Admin & Customer Service skills!
ESSENTIAL JOB FUNCTIONS:
Fully manage customer complaints: receives all customer complaints; ensures initial contact is made with the customer with the goal of immediately resolving the complaint; directs any escalates complaints to Service Manager or Divisional Manager and sees the process through full resolution; ensures no complaints are escalated to a BBB; ensure target branch Podium score is maintained by addressing poor reviews directly with the customer, resulting a revised and positive online review.
Responsible and accountable for all payment collections with weekly reporting. This includes timely reporting of any missing cash to the Divisional Manager; weekly deposits with relative reporting to Divisional Manager and Finance.
Manage open A/R issues (non-payments, missing payments, returned checks, checks with incorrect amounts, missing documentation, etc.)
Responsible and accountable for cash collection and reporting following the internal cash management process
Manage credit card charge back following internal procedures
Manage all customer refunds with Divisional Manager’s approval
Manage all permits as instructed by Service Managers, and all inspections: customer scheduling aligned with Technician availability; reschedule inspections due to previously failed inspection, after work is corrected.
Manage insurance breakdown reports
Responsible for printing and distributing Technicians’ weekly billable hour and material reports
Responsible for overseeing Dispatchers’ completion of the ‘reject list’ required to complete weekly Technicians’ payroll on time, and accurately.
Manage all internal administration: paperwork turn-in (i.e. checks, receipts, time-sheets, P.O’s) by utilizing the turn in reconciliation sheet.
Manage Purchase Order (P.O.) compliance
Accountable for contacting Miss Utility for jobs requiring excavation, when sold by a Technician within the branch
Manage equipment rentals, sub-contractor partners and keeps track of activities following internal processes
Branch point of contact with corporate office on all administration
Manage all branch support activities such as new hire onboarding and Technician’s support (phone, tablets, laptops, uniforms, training, supplies, business cards, etc.)
Proficient in ServMan platform in conjunction with KPI reporting requirements to provide reports, when required
Support Divisional Managers in scheduling and organizing weekly Technician meetings for branch management, and have all necessary reports prepared in advance to optimize technician engagement and performance.
Work with Service Managers and Dispatchers to schedule 1:1 technician meetings, fleet maintenance, vehicle inventory, or any other scheduling needs as requested.
OTHER DUTIES:
Support Divisional Manager with interview scheduling, onboarding, W/C, FMLA, STD (HR liaison),
IT-related matters (IT liaison)
Support Divisional Manager with meeting scheduling
Maintain Office organized at all times
Cross-train in dispatching to provide support when required.
Order office supplies
Other duties as assigned.
QUALIFICATIONS/ABILITIES:
Excellent customer service skills
Excellent problem-solving skills
Ability to serve as a positive, solution-oriented team member while building trust and productive partnerships with service team, technicians, internal staff and cross functional office departments.
Ability to conduct business in a mature, courteous and professional manner
Organized, detail-oriented and able to multi-task in a fast-paced work environment.
Strong follow-up skills to ensure duties are completed timely and accurately.
Strong verbal and written communication to clearly articulate status of initiatives and duties.
Ability to travel to other branches for training or to provide administrative support, if necessary.
Qualified applicants will possess at least five (5) years of strong administrative support experience in a customer-focused environment. Service industry a plus!
Additionally, the ideal candidate will have demonstrated the following competencies through his or her work experience:
Comfortable in a very fast paced, customer service driven environment
Intellectual curiosity and a willingness to learn about the industry
Ability to balance accuracy and efficiency
Resourcefulness and sound judgment
Strong communication skills, both verbally and in writing
Collaboration skills and a history of working exceptionally well in teams
Thoroughness, accuracy and attention to detail
A history of personal effectiveness and credibility
The desire and ability to provide “above and beyond” customer service
Can work independently and have accountability to the department
Flexibility and adaptability to respond to the flow of the needs of the business
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is performed in a professional office environment.
EXPERIENCE/EDUCATION:
High School Diploma required
5+ years’ experience in an Office Manager for a customer-service focused company
Advanced computer skills – MS Office suite of products, Excel in particular
Benefits Include:
Health, Dental, Vision Insurance
Short Term and Long Term Disability
Term Life
Legal Shield, EAP Program
401k with Match
Paid PTO time
Paid Holidays
Bonus Eligibility
Fun Company Events
Come join our growing team!
