Office Manager

Come Work With Us At Specialty Pool & Fountain!Company: Specialty Pool and Fountain, LLCEmployment Type: Full-Time / RegularLocation: Rockville, MD on sitePosition Overview:The Office Manager is the operational backbone of the branch and the General Manager's primary execution partner. This role owns the customer experience, speed to lead, operational accuracy, and financial hygiene of the branch. The Office Manager ensures that customer commitments are met, supporting project delivery, ensuring revenue is billed and collected accurately, and daily operations run efficiently and consistently.The Office Manager plays a critical role in supporting the branch's growth by coordinating administrative operations, maintaining accurate project documentation, supporting customer relationships, and ensuring alignment between field operations, sales, finance, and leadership.This role requires a highly organized, detail-oriented professional who can manage multiple priorities, improve operational processes, and contribute directly to branch profitability and customer satisfaction.Essential ResponsibilitiesOffice Operations, Administration & HR Support:Oversee daily office operations and maintain a professional, organized environmentManage office supplies, equipment, and company-owned assets, including phones, tablets, and other technology resources.Support fleet-related administrative needs, including registrations, tolls, documentation, and related projects.Partner with HR and the General Manager to support employee onboarding, and training coordination.Maintain accurate employee, vendor, and operational records.Support branch leadership with administrative projects and reporting needs.Customer Experience & Retention:Own all inbound and outbound customer communication (phone, email, text, portal) during business hoursEnsure customer inquiries, leads, and service requests receive timely responses and appropriate follow-up.Coordinate customer communications throughout the estimating, construction, and project completion process.Serve as the primary customer advocate at the branch levelSupport customer retention efforts by proactively addressing concerns and ensuring commitments are met.Assist with resolving customer issues, escalations, and service concerns in partnership with branch leadership.Maintain accurate, complete documentation of all customer interactions, commitments, and resolutionsOperational Execution & Accuracy:Support scheduling for maintenance, repair, and remodel work in partnership with Project and Field Leadership.Maintain accurate project records, documentation, job costing, and updates within company systems.Coordinate warranty documentation and follow-up activities.Identify operational gaps and partner with branch leadership to improve workflowsFlag technician performance or repeated service issues to branch leadershipFinancial Stewardship & AR Ownership:Own Accounts Receivable for the branch between 0–90 daysEnsure all services are invoiced accurately and billed on timeProcess payments, credits, and billing correctionsProactively follow up on outstanding balances and establish payment arrangementsPartner with Accounting/AR on delinquent or escalated accountsDocument all financial agreements and exceptions in SalesforceSkills & QualificationsExperience in office management, construction administration, project coordination, or a related field.Experience in business planning, budgeting, and financial oversight in addition to an understanding of billing cycles and collections best practices.Construction, aquatics, commercial services, or related industry experience preferred.Experience with CRM, ERP, or project management systems (Salesforce or similar platforms preferred).Knowledge of merchant trade agreements, credit policies, and regulatory compliance related to Accounts ReceivableStrong understanding of business operations, including HR, procurement, and finance.Excellent communication and interpersonal skills.High-level problem-solving and analytical abilitiesProven ability to manage multiple priorities and deadlines.High attention to detail and sound problem-solving ability.Ability to work independently and collaboratively within a team environment.ScheduleThis is a full-time position with a standard work schedule of Monday through Friday during normal business hours.This role requires flexible schedules and may work early mornings, evenings, weekends, and work extended hours depending on customer and business needs.Availability outside of normal business hours may be required for urgent operational or customer matters.Physical RequirementsAbility to sit, stand, and walk for prolonged periods.Frequent computer use; fine motor skills required for typing and operating standard office equipment.Ability and willingness to visit job sites and work in outdoor environments as needed.Ability to lift, carry, push, or pull items weighing up to 25 pounds.This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. Amenity Construction Group is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.