Plumbing/HVAC Office Manager

Pay: $27$33 per hour depending on experience

Job Title: Plumbing/HVAC Office Manager
Reports To: Owner or General Manager
Job Type: Full-time

Position Summary

The Plumbing/HVAC Office Manager oversees the companys day-to-day administrative, scheduling, dispatch, customer service, and billing operations. This position supports plumbing and HVAC technicians by coordinating service calls, maintaining accurate job records, communicating with customers, and helping ensure work is completed efficiently and profitably.

Essential Responsibilities

• Answer incoming calls, emails, and customer inquiries promptly and professionally.
• Schedule plumbing, heating, cooling, installation, maintenance, and emergency service calls.
• Dispatch technicians based on location, skill set, availability, and job priority.
• Communicate appointment times, technician arrival updates, delays, and job-status changes.
• Create and maintain customer accounts, work orders, estimates, purchase orders, and service records.
• Review technician paperwork, job notes, time entries, parts used, and recommendations for accuracy.
• Prepare and send invoices, statements, proposals, and service-agreement renewals.
• Process customer payments and assist with accounts receivable follow-up.
• Track estimates, unsold proposals, completed jobs, warranties, callbacks, and outstanding balances.
• Coordinate with parts suppliers and vendors regarding pricing, availability, deliveries, returns, and credits.
• Monitor inventory of commonly used plumbing and HVAC parts, tools, and office supplies.
• Assist with payroll by reviewing timesheets, overtime, commissions, and technician hours.
• Maintain records for employee licenses, certifications, insurance, vehicles, permits, and inspections.
• Handle customer concerns and complaints while maintaining a professional and helpful attitude.
• Coordinate maintenance agreements, seasonal tune-ups, recalls, and warranty service.
• Assist with hiring, onboarding, training, and supervision of office and dispatch staff.
• Support the owner or general manager with administrative projects and process improvements.
• Maintain confidentiality of customer, employee, financial, and company information.

Qualifications

• High school diploma or equivalent.
• Two or more years of experience in office management, dispatch, customer service, or administration.
• Experience in plumbing, HVAC, electrical, construction, or another home-service industry preferred.
• Strong organizational, multitasking, and time-management skills.
• Excellent phone, written, and interpersonal communication skills.
• Ability to remain calm and organized in a fast-paced, high-volume environment.
• Strong attention to detail and ability to solve scheduling and customer-service problems.
• Basic knowledge of invoicing, payments, bookkeeping, and payroll processes.
• Proficiency with Microsoft Office, Google Workspace, and scheduling or field-service software.
• Ability to work independently while coordinating effectively with technicians, customers, vendors, and management.

Preferred Qualifications

• Experience with plumbing or HVAC dispatch and service-management software.
• Familiarity with Quick Books or similar accounting programs.
• Knowledge of plumbing and HVAC terminology, equipment, parts, and service procedures.
• Experience managing maintenance agreements or memberships.
• Previous supervisory or team-lead experience.

Performance Expectations

The successful candidate will:

• Keep technician schedules organized and productive.
• Provide excellent customer service.
• Ensure work orders and invoices are accurate and completed promptly.
• Communicate clearly with field and office teams.
• Help reduce missed appointments, scheduling conflicts, callbacks, and unpaid invoices.
• Maintain accurate and organized company records.

Work Environment

This is primarily an office-based position requiring frequent computer use, telephone communication, customer interaction, and coordination with field technicians. Occasional evening, weekend, or on-call availability may be required during peak seasons or emergency-service periods.

Compensation and Benefits

• Competitive pay based on experience.
• Paid time off and holidays.
• Health, dental, and vision insurance options.
• Retirement plan or employer match.
• Performance bonuses or incentives.
• Employee discounts on plumbing and HVAC services.
• Training and advancement opportunities.

Equal Opportunity Employer

We provide equal employment opportunities to all qualified applicants and do not discriminate based on legally protected characteristics.

Salary/Compensation: $27.00 - $33.00 per hour

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