Operations Support/Client Care Coordinator

1. Your Mission
Becoming a valued leader in growth and development of the company Operations through Operational and Growth department support, contribution, leadership, innovation and serving within the framework of the culture, mission and vision of Front Line Home Inspectors in serving our team and community.

2. Primary Objective
o Build, implement all scheduling, sales and administration SOP’s
o Develop and manage accountability measures i.e. Lead/Lag Measures
o Analyze accounts receivable, accounts payable, revenue and profit reporting
o Overseeing productivity & effectiveness of current strategies and employees to ensure meeting goals within the company.
o Oversee for hiring, training, & consulting all administrative and service team members
o Conduct regular status and leadership meetings

3. Regular Work Activities
a. System development, implementation, and management
b. Development and tracking of Company goals
c. Direct to consumer scheduling and upselling services
d. Steadily improve sales center closing %
e. Create – manage and sustain multiple sales campaigns
f. Focus on growth metrics
g. Oversee Realtor database
h. Maintain Realtor partner relationships
i. Scheduled Reporting
i. Team Performance
ii. Financial Review

4. Leadership Responsibilities
a. Self – We lead through leading ourselves
b. Lead sales center team to meet company goals
c. Build sales and administrative team as the company grows
d. Report accountability measures to the leadership team


5. Key Skills
a. Be teachable/coachable
b. Strong attention to detail
c. Strong verbal communication skills
d. Exceptional organizational and skills
e. Ability to “pivot” quickly and move to systemizing new processes and systems when needed
f. Ability to have active listening and stay calm under pressure while working with clients and team members
g. Ability to develop programs, enter and analyze data

6. People Contacts and Interactions
a. Leadership - weekly
b. Growth Team - daily
c. Clients - daily
d. Realtors- daily

7. Performance Measures
a. We operate at a high level of performance, execution, achieving results, and accountability. As a team Member, you will have;
i. Daily team motivational calls
ii. Weekly Team planning meetings
iii. Weekly one-on-one success meeting with VP
iv. Work from a “One Sheet” for planning, progress and accountability
v. Complete specified “Lead Measures”
vi. Undergo quarterly performance review

8. Training and Development
a. Ongoing education, training, and personal and professional development are essential for your success. We continually grow as a people and team members. As a team member, you will be asked to participate in;
i. Book studies
ii. Listening to podcasts
iii. Seminars
iv. Conferences
v. Training and education
vi. Coaching

9. Narrative
The Operations Manager is an energetic, self-driven team player that thrives in creating an outstanding client experience. Someone who is not afraid of change or a challenge, is able to lead by example and does not mind work in the trenches when the need arises. They will also handle the more difficult and delicate matters with finesse, professionalism and expertise. We want a team player who is capable of not only developing the programs and systems in Growth and Service divisions but can teach others how to utilize the systems.

Our Operations Manager will be key in interacting with team members. They will be the leader of our team and will need to have strong interpersonal relationship skills including active listening, empathy, and have strong verbal communication skills. The Operations Manager will be the key player in developing, implementing and monitoring all service and administrative process and will need exceptional organizational and project management skills.

The Operations Manager will be accountable for setting the Call Center goals and budgets with the leadership team and meeting those goals.

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