Whether you’re a small plumbing or HVAC shop that’s growing enough to need their first office manager or a larger company needing to fill that role after your current office manager moves on, hiring the best person for the job is crucial.

A top-notch office manager can make your life easier, your employees happier and your bottom line grow. The wrong one? Chaos.

Here’s how to find an office manager who can multitask like a pro, keep your operation running like a well-oiled machine and charm your customers.

If you’re hiring your first office manager, you might be wondering what, exactly, the role entails. Responsibilities can vary depending on your needs, but in general, a good office manager should act as a touchstone for your employees, your customers and you. Here are a few of their many duties:

Answer customer service calls. Oftentimes, your office manager is the first contact a new customer has with your business, so he or she needs to know your service menu inside and out. Especially if a new customer is calling because of a problem or emergency, a knowledgeable office manager can inspire confidence and calm.

Scheduling and dispatching. Thoughtful scheduling makes everyone’s life easier. People who do it right assign the jobs geographically, so one tech doesn’t waste time driving across town to take a job that was closer to another tech’s last job. Being up on (or being able to learn) the latest scheduling software is a great plus.

Keeps paperwork and certifications current. All jobs involve invoicing, but for some, you need permits and other paperwork. In addition, many of your techs need ongoing training and certifications. Your office manager should be on top of that, too.

Takes on HR duties. That means payroll, onboarding new employees, and even coordinating meetings and events.

Protects your time. One of the most important reasons to hire an office manager is so you can focus on growing your business. When your time isn’t taken up by paperwork, answering the phone and dispatching, you can turn your energies to growth strategies.

What to Look for When Hiring

Ideally, you’d like an office manager who comes to you with years of experience in the skilled trades. Finding that unicorn can be tough. Instead, focus on the person’s traits and qualities that are well suited to the job.

Here are some key skills to look for when interviewing your candidates:

Strong communication skills. You want someone who is a friendly people-person and can communicate well with customers and staff.

A detail-oriented multi-tasker. There’s a lot of balls in the air at once, and your office manager needs to juggle them all. It takes attention to detail to make sure nothing falls through the cracks.

Time management. Going hand in hand with being a good multi-tasker, your ideal candidate should be highly skilled in time management.

A cool head. Sometimes, things get hectic in a busy office. Your office manager needs to keep their cool, work well under pressure, and be able to switch gears on a dime.

Computer skills. You’ll need someone who has either worked with, or can easily learn, scheduling and dispatch software.

Write an Eye-Catching Job Posting

When you’re ready to advertise the job and field candidates, a strong posting can help you attract top people. Here’s what it should include:

• A summary about your business.
• Reasons why someone would want to work for you.
• A detailed job description.
• Pay and benefits information.
• Job requirements, like previous experience in the trades or as an office manager or administrative assistant.
• A bit of personality and a sense of what it’s like to work in your office.
• A strong close, including your email and phone for people to get in touch.
  

Post your job on LinkedIn, Indeed, Monster, ZipRecruiter, CareerBuilder and other job boards.

Interview Tips

Avoid questions like: “Where do you see yourself in five years?” or “Tell me about yourself?” These types of generalized questions don’t get at what you really want to know. Instead, ask your candidates specifics that aren’t answered on their resume, like:

• How do you handle multi-tasking, and can you give me an example of a job where you had to do it?
• What is your philosophy toward customer service?
• Why do you want to work here?
• Are you good with technology?
• Can you tell me some qualities you have that make you a good fit for this job?
• Are you detail oriented?
• How are you with stress?
  

The right office manager can run your operation smoothly, handling the day-to-day so you can focus on growing your business.