Office Manager

Packard Culligan Water in Minnetonka is looking for an Office Manager who’s excited to lead a team, make an impact, and help shape the customer experience in our growing Residential division. In this role, you’ll take the lead on administrative and financial 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

• Model and uphold Packard Culligan Core Values:

• Accountability

• Being Open‑Minded

• Caring About Relationships

• Supervise, train, and mentor CSRs serving Residential customers, ensuring all Customer Service Levels (CSLs) are met.

• Monitor call handling, email communication, scheduling, and workflow to ensure timely, high‑quality interactions.

• Ensure CSR proficiency in cross‑selling services and writing orders.

• 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 Residential services, ensuring accuracy and timeliness.
• Manage accounts payable/receivable, move‑outs, bad debt, collections, and credit approvals.
• Perform account reconciliation for completed service and delivery work.
• Review financial reports for the Residential division, identify trends, and recommend corrective actions.
• Ensure all month‑end processes are completed.

Operational Coordination

• Collaborate with the Residential Service Manager, Route Manager, and other key stakeholders 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.

Process Improvement & Reporting 

• Identify opportunities to improve processes, efficiency, and customer experience.
• Lead regular department meetings to communicate goals, updates, and performance metrics.