Operations Administrator

As an Operations Administrator at Esler Companies, you will handle a variety of responsibilities including answering a high volume of incoming and outgoing phone calls, accurately processing contracts for new sales, placing orders for Renewal by Andersen products, and managing the scheduling of installations. You'll be vital in ensuring that both customers and installers have clear and timely communications throughout the process.

To be successful as an Operations Administrator at Esler Companies, candidates should have prior customer service experience, strong communication skills – both verbal and written, and proficiency in Microsoft Office tools, particularly Excel and Outlook. Time management, organizational skills, and the ability to adapt in a fast-paced environment are also essential.

At Esler Companies, you can expect a welcoming and collaborative work environment. We value diversity and inclusion, ensuring that our workplace is a safe space for all employees. Our commitment to maintaining a healthy atmosphere is reflected in our drug-free workplace policy and practices that promote employee well-being.

Esler Companies offers a comprehensive benefits package for Operations Administrators, including medical, dental, and vision insurance, monthly cell reimbursements, 401k plans with a company match, and paid time off. Additionally, employees have access to a tuition reimbursement program and paid volunteer time.

Esler Companies is dedicated to empowering employees, including Operations Administrators, to explore and develop unique career paths. You'll receive opportunities for professional development and training, which allows you to pave your way and cultivate your talents as you contribute to the team's success.

In managing a high volume of calls, I prioritize effective communication and organization. I typically create checklists, outline the key points to address during each call, and leverage CRM tools to keep track of interactions. Additionally, I implement a system to follow up promptly on unresolved issues to enhance customer satisfaction.

When dealing with scheduling conflicts, I first assess the urgency of each appointment and communicate directly with the involved parties to find a solution. I remain flexible and always seek to accommodate the needs of both customers and installers while maintaining a clear and organized schedule.

To ensure accuracy when processing contracts, I utilize a step-by-step approach. I double-check all details before uploading documents, use checklists to confirm all required information is present, and maintain digital records for easy access. Regularly auditing my work helps catch potential errors.

Building rapport over the phone hinges on active listening and empathy. I strive to understand the customer's needs and concerns, using their name during the conversation, maintaining a friendly tone, and providing clear information. Acknowledging and validating their feelings can transform a routine call into a positive experience.

I have significant experience with Microsoft Excel in creating and maintaining reports. I regularly utilize functions like pivot tables and VLOOKUP to analyze data effectively and generate clear, concise reports that reflect daily and weekly activities, which aids in decision-making and performance assessments.

In a dynamic work environment, I prioritize tasks based on their urgency and impact. I often create daily to-do lists that categorize tasks, review any deadlines, and adjust my priorities as needed while ensuring that I'm responsive to immediate concerns and ongoing projects.

What I find most rewarding about working in operations is the direct impact I have on customer satisfaction and the smooth running of processes. Being the link between customers and installers allows me to facilitate solutions and witness firsthand the joy that comes from fulfilling their needs.

In a previous role, I encountered a significant scheduling mix-up during peak season. To resolve it, I quickly communicated with the affected customers and installers, offering solutions to reschedule as swiftly as possible. Through transparency and prompt action, I not only rectified the situation but also preserved customer relationships.

Adapting to changing demands involves staying organized and maintaining a flexible mindset. I embrace change by regularly reviewing processes and seeking feedback to optimize my workflow. Moreover, I stay informed about industry trends to anticipate changes and remain proactive in my approach.

Customer service experience is vital for the Operations Administrator role at Esler Companies as it directly enhances the effectiveness of communication and relationship-building with clients. Understanding customer needs and addressing concerns efficiently promotes loyalty, satisfaction, and ultimately contributes to the overall success of our operations.