Operations Lead - Office, Dispatch & CSR Coach

All-Star Heating and Air Conditioning; Knoxville (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Paid time off

Training & development

Training

Careers Advancement Opportunities

Flexible Scheduling

Competitive Compensation

Year-Round Work

Spiffs, Rewards, & Employee Contests

Job summary

All-Star Heating and Air Conditioning is seeking an Office Manager to lead the office operations team, drive performance, and improve profitability. You will supervise CSRs and dispatch, enforce processes, and deliver timely, accurate administrative work to support revenue and customer experience.

The role requires strong communication, organization, and a track record of coaching staff, with a focus on consistent reporting and continuous improvement across the office.

Qualifications

• High school diploma and ability to perform modern office clerical tasks.
• Proficiency in Microsoft Office, Adobe Photoshop, SAP and social media platforms.
• Excellent interpersonal and verbal communication to project a professional image.
• Strong proofreading, spelling, grammar, arithmetic and business writing skills.
• Ability to handle multiple tasks under time pressure and backlog.
• Experience and physical ability to perform all office clerical roles including mail distribution.

Responsibilities

• Directly manage and coach CSRs, dispatchers, and administrative staff.
• Establish clear performance expectations for each role.
• Conduct structured weekly team meetings and individual coaching sessions.
• Ensure staffing coverage for phones, dispatch, and administrative needs.
• Support company culture, professionalism, and accountability.
• Oversee inbound call handling, booking accuracy, and customer communication.
• Ensure CSRs follow call scripts, booking standards, and data entry requirements.
• Monitor call quality and customer interactions.
• Address escalated customer concerns promptly.
• Ensure accurate invoicing, job closeout, and documentation.
• Oversee net-30 and commercial billing processes.
• Support HR and accounting functions.
• Maintain organized and accurate records.
• Create, maintain, and deliver scheduled performance reports.
• Track office, CSR, dispatch, and technician KPI's.
• Identify trends, gaps, and improvement opportunities.
• Held teams accountable to performance standards.
• Serve as primary office contact for financing and warranty processing.
• Support technicians and sales with financing approvals.
• Ensure warranty registrations are completed accurately and timely.

Skills

Interpersonal communication

Customer service

Time management

Organizational skills

Education

High school diploma

Tools

Microsoft Office

Adobe Photoshop

SAP

Social media platforms

Job description

All-Star Heating and Air Conditioning is seeking an Office Manager to lead the office operations team, drive performance, and improve profitability. You will supervise CSRs and dispatch, enforce processes, and deliver timely, accurate administrative work to support revenue and customer experience.

The role requires strong communication, organization, and a track record of coaching staff, with a focus on consistent reporting and continuous improvement across the office.