Plumbing & HVAC Office Manager, Customer Service, Dispatch

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to and schedule service calls, emergency calls, and estimates

• Organize and oversee technicians’ daily schedules, adjusting for emergencies as needed

• Keep clients informed about technician arrival times

• Conduct follow-up calls with customers post-job and track open estimates in accordance with the SOP

• Promote and renew maintenance membership plans

• Monitor jobs from initial booking through to completion and invoicing

• Identify and flag jobs that are stuck, on hold, or at risk

• Process customer invoices, collect payments, maintain up-to-date receivables, and assist with financing applications

• Manage permits, certificates of insurance, licenses, and technician documentation

• Ensure accurate payroll is prepared for each pay period

• Provide the owner with weekly reports detailing calls, booking rates, job completions, backlogs, accounts receivable aging, and memberships

• Maintain precise records in the field service software

• Assist with hiring and onboarding, and manage office staff as the business expands

⛳️ Requirements

• Minimum of 2 years of experience in office management, dispatch, customer service, or operations coordination, preferably in plumbing, HVAC, or related home services

• Practical experience with Housecall Pro, ServiceTitan, Jobber, or a comparable platform

• Exceptional spoken English skills and a friendly, confident phone demeanor

• Strong motivation and keen attention to detail

• Capability to manage phone calls, schedules, and follow-ups concurrently

• Willingness to work during US Eastern business hours

🏝️ Benefits

• Guaranteed annual bonus equivalent to one month's salary

• Performance-based annual bonus of up to 1.5 times one month's salary, dependent on quarterly performance metrics

• Extensive health benefits for employees and dependents, including health, life, vision, and dental insurance

• 16 days of paid time off (PTO)