Office Manager (Operations & Customer Experience Lead)

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 fast-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. 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

2. 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

3. 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

4. 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

5. 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

6. Seasonal Execution (High-Intensity Period)

From October to December:

• Manage extremely high job volume
• Handle rapid schedule adjustments
• Keep operations flowing under pressure
• Maintain accuracy despite speed

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-$85,000.00 per year

Application question(s):

• Please answer all questions thoroughly. Incomplete or vague responses will not be considered.
• Describe your experience managing scheduling or dispatch for a service-based business.
• How many jobs per day were you coordinating?
• What tools did you use?
• Have you ever built or managed daily routes for field crews?
• Yes / No
• If yes, explain how you optimized routes.
• What systems have you used? Then briefly explain your level of experience with each.
• A customer is upset because the crew arrived without notice and they weren’t home (they insist they must be present). How do you handle it?
• You have 15 overdue invoices, some over 30 days. Walk me through exactly how you would handle collections.
• How do you ensure nothing “falls through the cracks” when managing multiple moving parts?
• Why do you think you are a strong fit for this role?
• When are you available to start?
• On a scale of 1–10, how strong are your organizational abilities?

Give a specific example or an explanation that justifies your rating.

Work Location: Hybrid remote in Zephyr, ON