Plumbing & HVAC Office Manager (Customer Service & Dispatch)

Job description

**About Offshore Launch:** Offshore Launch is a business and growth operations firm helping home service owners scale their operations. We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it. We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them. **Why Join Offshore Launch?** - Impact the growth and success of small and medium-sized businesses. - Work in a people-first, remote environment that values career growth. - Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance. - Contribute to a culture that values partnership, service, and excellence. **Who We Serve** You’ll be the Office Manager for a family-owned residential plumbing, heating and cooling company. The family has been in the trade for 40+ years and serves homeowners in Connecticut and New York. They run a premium, professional operation: - Flat-rate pricing - Customer financing - A paid maintenance membership - 24/7 emergency service Their customers expect polish, and so does the owner. This role is for someone who wants to own the office, not just support it. **What you’ll own** - **The phones.** You are the first voice customers hear. You answer and book calls for service, emergencies (no heat, active leaks, no hot water) and estimates, calmly and professionally. - **Scheduling and dispatch.** Build and manage the technicians’ daily schedules, re-route them when emergencies come in, and keep customers updated on arrival times. The owner should not have to step in. - **Follow-up.** Make happy calls after jobs, follow up on open estimates per the SOP, and sell and renew maintenance memberships. - **Job tracking.** Track every job from booking through completion and invoicing, and flag any job that’s stuck, on hold or at risk of slipping. - **Cash.** Invoice, collect payments, keep receivables current and help customers through financing applications. - **Compliance and admin.** Handle permits, certificates of insurance (COIs), licenses and technician paperwork accurately and on time. - **Payroll.** Prepare accurate payroll every pay period. - **Reporting.** Send the owner a weekly report covering calls, booking rate, job completion, backlog, AR aging and memberships. - **Systems and team.** Keep the field service software (Housecall Pro, ServiceTitan or similar) clean and accurate. Support hiring and onboarding, and manage any office staff added as the company grows. **How you’ll be measured** - 95%+ of calls answered - Every new lead contacted within 5 minutes - 75%+ of qualified leads booked - Every open estimate followed up on time, per the SOP - Membership sign-ups and renewals on target - AR kept within target, with nothing aging without action - A weekly list of stuck or on-hold jobs, sent with zero surprises - Payroll, permits and paperwork done right and on time, every time **You’ll succeed here if you have** - 2+ years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services - Hands-on experience with Housecall Pro, ServiceTitan, Jobber or a similar platform - Excellent spoken English and a confident, warm phone presence - High drive and high attention to detail. You follow through without being chased. - The ability to juggle phones, schedules and follow-ups at the same time without dropping anything - Availability to work US Eastern business hours **Nice to have** - Direct plumbing or HVAC experience, especially with emergency dispatch or maintenance memberships - Experience with payroll, AR or basic job costing - Experience managing a small remote team **Compensation & Benefits (to be provided by Offshore Launch):** - Up to $1800/mo depending on experience - Guaranteed annual bonus of one month's salary - Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores - Comprehensive health benefits, including dependents: health, life, vision and dental insurance. - 16 days PTO **Note:** The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency. Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.