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A resource from RocketLevel, backed by decades of experience in the trade. Starting points to adapt to your shop.
For owners writing or rewriting the office side of the org chart. These seats take the first call, hold the schedule, open the job and keep the paperwork clean, and a small shop often stacks two or three of them on one person. Write each one down anyway, so you know what you are asking that person to carry.
Reports to: Owner or General Manager. Purpose: run the administrative engine so the office, paperwork, and back-office flow smoothly.
Key responsibilities: manage office operations, support HR paperwork and onboarding, coordinate billing and accounts receivable (AR) handoffs, maintain records and compliance files, support the owner.
Scorecard: clean records and compliance; smooth admin flow; billing and AR handoffs on time; owner freed from day-to-day admin.
Reports to: Office Manager or Owner. Purpose: own the first call and the phone experience, capturing every opportunity and setting the tone.
Key responsibilities: answer calls promptly and professionally, capture loss details and book jobs, communicate with customers through the job, coordinate scheduling.
Scorecard: call capture and booking rate; response time; customer satisfaction; complete and accurate intake.
Reports to: Production Manager or Office Manager. Purpose: keep jobs and crews moving by owning scheduling, dispatch, and the flow of information between field and office.
Key responsibilities: schedule and dispatch crews and equipment, keep the production board current, coordinate between field, office, and customer, track job status and handoffs.
Scorecard: jobs dispatched on time; board current; nothing falls between handoffs; field and office aligned.
Reports to: Office Manager. Purpose: own first-notice-of-loss intake and the clean handoff to production so no loss is dropped and every job starts with complete information.