Head of Administration

About Go-Forth Home Services

First and foremost your core values should align with ours:

Give A Crap - Delight others by owning your role and saying yes. Take pride in how you appear & act & every other detail of the job. Be on time, attentive, & enthusiastic. Act as if the buck stops with you on every aspect of the job.

Chase Perfection - Chase perfection knowing full well we will not reach it, but along the way we will catch excellence. Have a sense of urgency; Go-Forth Time - right now might be the only time you have to get it right.

Dig Deeper - Be an action-oriented professional that makes decisions based on evidence rather than stories & assumptions. Stay curious. Data can speak for itself. Understand the cause of the fire rather than rushing to extinguish it.

Fight For Simplicity - Keep it simple & consistent. Focus on how things should be done every time.

Face it, Fix It - Confront challenges directly and address issues head-on. A bias for action and powerful conversations drive our progress. It’s about getting it right rather than being right.

GROW!-Growth is our purpose. Growing as people & growing our business.

The Head of Administration at Go-Forth Pest Control is responsible for overseeing the integrity and accuracy of all data flowing into and through the company's CRM system. This senior leadership role focuses on data management, error detection, process optimization, and high-level administrative oversight without involvement in sales activities. The Head of Administration leads a team to delegate tasks for data cleanup, conducts high-level reviews of key weekly reports to identify and resolve discrepancies, holds team members accountable for performance metrics, and collaborates with the sales team to ensure seamless data flow. Additionally, this position supervises the collections department to ensure proper payment collection and card updates, and oversees customer success efforts to handle billing issues, cancellations, and other customer concerns in a timely and effective manner. The goal is to maintain exceptional data quality, drive operational efficiency through streamlined processes and SOPs, and contribute to the organization's overall growth by ensuring all administrative processes are accurate, reliable, and continuously improving.  

RESPONSIBILITIES: 

• Oversee all incoming data into the CRM system, ensuring accuracy, completeness, and consistency across all entries.  
• Manage and delegate tasks to the administrative team for data cleanup, error correction, and maintenance of customer records.  
• Conduct high-level review and validation of key weekly reports to identify and address data inconsistencies, such as:  

☐ Active Subscriptions with no frequency set

☐ Active Subscriptions with due dates more than 5 months ago

☐ Past Due Monthly Billing

☐ Active Subscriptions without an Initial

☐ Re-Services counting towards a subscription

☐ Regular Services without Subscription

☐ Re-Services having a charge

☐ Potential Duplicate Customers

☐ Active Customers without a phone number

☐ Customers with differing addresses

☐ Accounts with Credits

☐ Pending Appointment Reporting

☐ Zero invoice value Report

☐ Zero production report

☐ Credit Memo Check (if customer cancels before using credit, credit should be removed)

☐ Cancellation Reasons check (address loads of unspecified, etc.)

☐ Contract Check Report

☐ Missing invoice value reporting 

• Resolve identified issues in a timely manner and escalate as necessary.  
• Hold team members accountable for individual performance metrics, providing coaching, feedback, and performance evaluations as needed.  
• Supervise the collections department to ensure effective payment collection, accurate card updates, and compliance with billing procedures.  

• Oversee the customer success team to handle customer issues, including billing disputes, cancellations, and service concerns, ensuring resolutions are prompt and customer-focused.  
• Collaborate with the sales team to align administrative processes, ensuring data flow supports operational needs without direct involvement in sales activities.  
• Develop and implement protocols for data verificatio