Office Manager

Position Overview

Department: Operations / Administration
Reports To: Owner / General Manager

Job Summary

The Office Manager plays a critical role in the daily operations of our plumbing and drain company. This position is responsible for overseeing office staff, coordinating schedules, supporting field technicians, managing customer communication, and ensuring smooth administrative and financial processes. The ideal candidate is highly organized, proactive, and experienced in fast-paced, service-based environments.

Duties & Responsibilities

Office & Administrative Management

• Oversee daily office operations to ensure efficiency and professionalism

• Develop and maintain office procedures, workflows, and documentation

• Maintain accurate records, files, and reports

Scheduling & Dispatch Support

• Oversee technician scheduling and dispatching to ensure optimal routing and productivity

• Coordinate with field technicians to handle schedule changes, emergencies, and job updates

Financial & Billing Support

• Assist with invoicing, payment processing, and accounts receivable follow-ups

• Support payroll preparation, timesheet accuracy, and technician hours

• Track expenses, purchase orders, and vendor invoices

• Prepare basic reports for ownership or management

Communication & Coordination

• Serve as a key liaison between office staff, technicians, and ownership

• Coordinate with vendors, suppliers, and service partners

• Support hiring, onboarding, and training of new office staff as needed

• Ensure jobs are properly entered, updated, and closed out in the CRM or service software

Customer Service

• Ensure exceptional customer experience from first call to job completion

• Handle escalated customer concerns and resolve issues professionally

• Monitor call quality, booking efficiency, and follow-up processes

Requirements

• 2+ years of office management or administrative leadership experience

• Experience in a home services, trades, or field service environment (plumbing, HVAC, electrical, etc.) preferred

• Strong organizational and time-management skills

• Excellent written and verbal communication skills

• High attention to detail and ability to multitask in a fast-paced setting

Technical Skills

• Experience with scheduling and CRM/service software (e.g., ServiceTitan, Housecall Pro, Jobber, or similar)

• Proficiency in Microsoft Office or Google Workspace

• Basic understanding of invoicing, payroll support, and bookkeeping processes

Personal Attributes

• Professional, dependable, and solutions-oriented

• Strong leadership and team-support mindset

• Customer-focused with the ability to handle difficult conversations calmly

• Ability to adapt, prioritize, and problem-solve independently

Benefits & Perks

• Health Plan
• Dental Plan
• Vision Service Plan
• Paid Holidays
• Paid Time Off (Vacation, Sick Days, Personal Days)
• Technical Training Programs
• Incentive Compensation Programs