Kaat’s Culligan in Plymouth is looking for an Operations Manager who’s excited to lead a team, make an impact, and help shape the customer’s experience. In this role, you’ll take the lead on administrative and customer billing operations, support our installation and service teams, and play a key part in driving customer satisfaction, retention, revenue growth, and overall dealership success.
Duties and Responsibilities
Customer Service & Team Leadership
- Supervise, train, and mentor CSRs serving customers.Monitor call handling, email communication, scheduling, and workflow to ensure timely, high quality interactions.
- Ensure CSR proficiency in cross selling services and work orders or route tickets.Empower staff to work in good faith with customers to increase retention and reduce loss.
- Resolve escalated customer concerns promptly and professionally.Develop and implement customer service standards and best practices.
Financial & Administrative Management
- Oversee all billing processes for Customer services, ensuring accuracy and timeliness.Manage accounts, move outs, bad debt, collections, and credit approvals.
- Perform account reconciliation for completed service and delivery work.Ensure all month end processes are completed.
Operational Coordination
- Collaborate with key personnel to align office operations with field activities.Maintain accurate customer documentation and safeguard sensitive information.
- Ensure compliance with company policies, accounting standards, and regulatory requirements.Support company wide initiatives and contribute to overall dealership success. Perform other related duties as assigned.
Process Improvement & Reporting
- Identify opportunities to improve processes, efficiency, and customer experience.Lead regular department meetings to communicate goals, updates, and performance metrics.
- Provide data analysis and recommendations to support strategic decision making.
Skills and CompetenciesStrategic Thinking & Leadership: Demonstrates strong strategic thinking and leads a skilled, motivated team.
- Employee Experience: Creates a positive employee experience through strong leadership and emotional intelligence.Customer-Centered Mindset: Maintains a commitment to service excellence and handles escalated situations with professionalism.
- Collaboration: Leverages teamwork, strong interpersonal skills, and effective partnerships across departments.Multi Tasking: Manages competing priorities in a fast paced environment.
- Analytical Thinking & Problem Solving: Applies strong analytical skills to daily operations.
Minimum Qualifications
EducationHigh School Diploma required.
- Bachelor’s degree in Business Administration, Accounting, or related field preferred.
ExperienceMinimum 5 years of operation management experience.
- Strong leadership, communication, and organizational skills.Solid understanding of billing, inventory management, and procurement.
- Experience with sales contracts focused on standardized language, approval work flows, and contract accuracy.Background in route and scheduling optimization.
- Proficiency in Microsoft Office and working within a CRM system.
Licenses/CertificationsValid Driver’s License with a safe driving record.
Culligan Offers
- A competitive salary Great benefits including: health insurance plans, dental and vision coverage, life insurance, 401K with employer match, paid vacation/personal/sick time, and paid holidays
- Work-life balance, with Monday-Friday, normal business operating hoursContinuous training and development, with corporate support in human resources, accounting, and compliance