Job Description

Key Responsibilities

• Oversee daily office operations for HVAC and Plumbing service departments.
• Ensure efficient scheduling, dispatching, and coordination of service technicians.
• Maintain accurate and timely data entry in CRM, dispatch, and billing systems.
• Develop and enforce office procedures, workflows, and service standards.
• Lead, train, and support office staff including dispatchers, customer service reps, and administrative assistants.
• Conduct performance reviews and provide ongoing coaching.
• Foster a positive, collaborative, and high‑performance office environment.
• Manage technician schedules to maximize productivity and minimize downtime.
• Prioritize emergency calls, warranty work, maintenance agreements, and installations.
• Monitor job progress and adjust schedules as needed to meet customer expectations.
• Serve as the primary point of contact for escalated customer issues.
• Ensure clear communication between office staff, field technicians, and service managers.
• Oversee follow-up processes for completed jobs, quotes, and customer satisfaction.
• Oversee invoicing, billing accuracy, and payment processing.
• Manage service agreements, renewals, and contract documentation.
• Prepare operational reports, KPI dashboards, and performance summaries for leadership.
• Assist with budgeting, forecasting, and cost control initiatives.
• Work closely with HVAC and Plumbing Service Managers to align office operations with field performance.
• Coordinate with sales, accounting, and warehouse teams to support smooth service delivery.
• Support onboarding of new technicians and office staff.
• Other duties as assigned

Qualifications

Required

• Bachelor's degree Accounting, Finance, Business, or a related field or an equivalent combination of education and experience
• 8-10 years of office management or operations experience, ideally in HVAC, plumbing, or home services.
• Strong leadership and team‑building skills.
• Excellent organizational, multitasking, and problem‑solving abilities.
• Experience with CRM, dispatching, or field service management software.
• Strong communication skills and a customer‑first mindset.

Preferred

• Knowledge of HVAC and plumbing terminology, service workflows, and industry best practices.
• Experience managing high‑volume service operations.
• Familiarity with KPIs such as booking rate, technician utilization, and job completion efficiency.

Skills required:

• Operational efficiency
• Leadership & coaching
• Scheduling & dispatch optimization
• Customer service excellence
• Process improvement
• Data accuracy & reporting
• Calm, confident decision‑making

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT:

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time

REASONABLE ACCOMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without noticeEmployees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledgethat he/she can fulfill the above duties with or without reasonable accommodation.