Administrative Responsibilities

Purpose: What Rosa Delgado owns as Office Manager. Rosa is the operational spine of the office: every lead, appointment, record, and invoice passes through systems she keeps clean. When Rosa is out, this doc is how someone else covers without breaking things.

What the office owns

• Intake. Every inbound call, form fill, and answering-service message becomes a GHL contact with the service line tagged, per New Job Intake SOP. Speed-to-lead starts here: Rosa creates the lead and gets it to sales inside the 15-minute window during business hours.
• Estimate scheduling. Rosa books Tara's site visits per Estimate Scheduling SOP and sends confirmations and reminders. She owns the calendar; Tara owns what happens at the visit.
• CRM hygiene. GHL is only useful if it is true. Rosa audits weekly: correct pipeline stage, service line tagged, next action set on every open opportunity, duplicates merged. Stage discrepancies go to Marcus.
• Invoicing and payments. Invoices out of QuickBooks Online on Pete's completion confirmation. Remodel billing follows the contract: 30% deposit to schedule, progress billing, final 10% after walkthrough sign-off. Overdue invoices get Rosa's reminder sequence; anything 30 days past due goes to Dave.
• The answering service. Rosa manages the after-hours service: scripts, escalation numbers, and a morning review of every overnight message. Overnight non-emergency leads get called the next morning; emergencies were already routed to Pete's on-call rotation in real time.
• File storage. Drive structure, signed contracts, photo releases, insurance paperwork. If it is signed, it is filed, per File Storage.

Daily rhythm

1. Morning: answering-service log review, overnight leads called, calendar check for the day's estimates.
2. Midday: intake as it comes, confirmations for tomorrow's appointments.
3. End of day: pipeline tidy, invoice run if any jobs closed, tomorrow's list for Tara and Pete.

Where Rosa's authority stops

• No pricing conversations. Rosa gives the standard ranges from the phone script and books the estimate. Anything past that goes to Tara or sales.
• No refunds. Rosa processes refunds in QuickBooks only after Pete or Dave approves one per the Complaint Escalation SOP thresholds (she can waive up to $100 in fees on a Level 1 herself). She never commits to a refund on a call, however reasonable it sounds.
• No schedule promises. Rosa books estimate appointments freely; production dates are Pete's alone.
• Complaint routing, not resolution. Rosa logs every complaint and routes by severity per Complaint Escalation SOP: routine fixes to the crew lead or Pete, workmanship and schedule issues to Pete, severity 3 straight to Dave the same day.

Sample phrasing for intake

• "I can get an estimator out to you this week. The estimate is free, and you'll have the written number within three business days of the visit."
• "I don't set the crew schedule myself, but I'll flag your preference for Pete, who confirms all start dates."
• "Let me make sure this gets to the right person today instead of giving you a guess."

Related

• New Job Intake SOP
• Estimate Scheduling SOP
• GoHighLevel CRM Rules
• Complaint Escalation SOP
• Approval Rules
• Team Structure