Office Manager (Operations & Customer Experience Lead) (Zephyr)

Company Overview Illuminations Lighting Inc. is a premium lighting design and installation company serving high-end residential and commercial clients across the GTA. We specialize in: - Christmas & holiday lighting (our core, high-volume seasonal division) - Permanent and Architecural RGB perimeter lighting - Architectural and 12V landscape lighting We operate at a high level of organization, route efficiency, and customer retention (~90%+ renewals). Our clients expect precision, professionalism, and responsiveness—this role is critical to maintaining and scaling that standard. We are looking for someone who wants to take ownership of this role and grow with the company. If you are highly organized, proactive, and thrive in a rapid-paced environment, this is a long-term opportunity with real impact. The Role (Read This Carefully) This is not a basic admin job. You will function as the operational backbone of the company, responsible for coordinating customers, crews, schedules, systems, and cash flow—especially during our peak October–December season. You must be able to: - Think ahead - Solve problems without hand-holding - Manage pressure during high-volume periods - Communicate clearly with both clients and field crews Core Responsibilities 1. Customer Communication & Experience (Critical Function) - Handle inbound calls, emails, and booking requests - Manage expectations around scheduling, pricing, and service scope - Send estimates, confirmations, and follow-ups - Handle complaints professionally and decisively - Reinforce premium brand positioning in all communication 2. CRM & Systems Management - Manage contacts, deals, and workflows in HubSpot, Company Cam - Ensure all customer data is accurate and up to date - Track leads, conversions, and follow-ups - Maintain job records, notes, and history 3. Invoicing, Payments & Collections - Generate invoices in QuickBooks Online - Manage deposits - Follow up on overdue invoices (firm but professional) - Send payment links and reconcile payments - Track loyalty credits and program eligibility 4. Internal Coordination - Work closely with ownership to prioritize jobs and resolve issues - Coordinate with installation crews daily - Ensure all job details, photos, and diagrams are uploaded (CompanyCam) - Maintain organization across all systems 5. Seasonal Execution (High-Intensity Period) From September to December: - Manage extremely high job volume - Handle rapid schedule adjustments - Keep operations flowing under pressure - Maintain accuracy despite speed 6. Scheduling & Route Coordination - Build and manage daily installation and takedown routes using Google Calendar and Google Earth Pro - Optimize routes for efficiency (geography, crew capacity, job size) - Coordinate schedule changes with minimal disruption - Ensure crews have complete job details before arrival Required Experience Must Have: - 3+ years in operations coordination, office management, or dispatch - Highly proficient with computer systems and business software - Strong scheduling/logistics experience (service-based business preferred) - Experience dealing directly with customers - High attention to detail - Highly proficient with QuickBooks Online - Highly proficient with HubSpot or CRM systems - Google Workspace (Calendar, Gmail, Drive) - Experience in trades/home services Key Traits (Non-Negotiable) - Highly organized — nothing falls through the cracks - Fast and responsive — you keep things moving - Calm under pressure — especially in peak season - Direct communicator — clear, confident, professional - Problem solver — you don’t wait to be told what to do - Accountable — you own outcomes What This Role Is NOT - Not a passive admin role - Not a “wait for instructions” position - Not suitable for someone who struggles with multitasking or urgency Why This Role Matters This position directly impacts: - Revenue (through scheduling + collections) - Customer retention (renewals) - Operational efficiency (route optimization) - Brand reputation Pay: $65,000.00-$75,000.00 per year Application question(s): - How do you ensure nothing “falls through the cracks” when managing multiple moving parts? - When are you available to start? - Do you actively use social media platforms, and do you have experience navigating, managing, and creating/posting content on platforms such as Facebook, Instagram, TikTok, and LinkedIn for business purposes? This is not a requirement but an asset. - List all the systems/platforms you have you used? Then briefly explain your level of experience with each. - How many years experience do you have working with HubSpot or CRM Sytsems? - How many years experience do you have working with Google Workspace (Calendar, Gmail, Drive)? - Please answer all questions thoroughly. Incomplete or vague responses will not be considered. Answer with your own words not AI please. - How many years experience do you have working with Quickbooks Online? Work Location: Hybrid remote in Zephyr, ON Apply on Kit Job: kitjob.ca/job/2pd96n