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 Competencies • Strategic 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 Education • High School Diploma required. • Bachelor’s degree in Business Administration, Accounting, or related field preferred. Experience • Minimum 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/Certifications • Valid 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 hours • Continuous training and development, with corporate support in human resources, accounting, and compliance