Job Description

Join Our Team as an Office Manager!

We're an established HVAC business with good vibes and a 20-year history of serving our community. We're looking for a  Full-Time Office Manager  to serve as the central hub of our administrative and operational functions with a Monday through Friday, 8:30am to 5pm schedule.

We are looking for a highly organized, proactive, and detail-oriented professional to manage the daily administrative tasks that are critical to our success. If you are a master of multitasking who excels at creating order and ensuring a smooth workflow for a dynamic team, this is the perfect opportunity for you. This role is essential for freeing up our leadership to focus on growth while ensuring our office operations run with maximum efficiency.

What You'll Own

As our Office Manager, you will be the crucial link between our customers, our field technicians, and our General Manager, ensuring a seamless and professional experience for all. Your primary responsibilities will include:

• In-Office Schedule:  Monday through Friday, 8:30am–5:00pm, on site.

• Overtime & On-Call:  Share in the summer weekend on-call customer-care rotation (phone/text triage and schedule adjustments).

• Customer Communication:  Own our first-impression standards. Answer phones, texts, and emails promptly; confirm appointments; send post-visit follow-ups; and resolve issues with warmth and professionalism to deliver a 5-star experience.

• Estimate & Job Follow-Up: Run a documented follow-up cadence on open estimates and recently completed jobs; schedule sales/second-look visits; log outcomes in the CRM; and surface hot leads.

• Financial Administration: Ensure same-day invoicing when possible; post payments; monitor A/R aging; coordinate payment plans; and drive DSO down with friendly, consistent communication.

• Customer Care Outreach:  Connect with our existing customer base by text, email, and phone calls to share information about our maintenance plans, duct inspections, duct cleaning, and dryer vent cleaning services to maximize the lifespan of their systems, keep their ducts clear of organic growth, reduce energy bills, improve air quality, and keep their homes safe.

• Workflow Management: Coordinate daily with techs, customers, and the GM to keep schedules tight, parts/equipment organized, documentation complete, and communication clear. 

• Operational Coordination: Own permits end-to-end (applications, scheduling, inspections, closeout). Build simple SOPs/checklists for repeat tasks (job closeout, photo standards, equipment registration, warranty claims) so nothing falls through the cracks.

• Brand Ambassadorship:  Be a positive voice for our company—on every call, text, and email—reflecting our commitment to quality service and good vibes.

Success Metrics (KPIs)

You'll know you're winning when these are consistently at/near target:

• Service level: ≥ 90% of inbound calls answered live during business hours; <5% abandon rate.
  
  
• Booking rate: ≥ 80% of qualified inbound service calls booked.
  
  
• Estimate follow-up: 100% touched within 24–48 hrs ; outcomes documented in CRM.
  
  
• Maintenance plan growth: Net adds month-over-month ; track acceptance/declines.
  
  
• Schedule utilization: ≥ 85% of available tech hours booked; on-time arrival >90% .
  
  
• Invoicing speed: >90% of invoices sent within 24 hrs of job completion.
  
  
• A/R health: DSO trending down; >95% of balances current within 30 days .
  
  
• Permits: Submitted within 24 hrs of job scheduling; inspections set promptly; clean closeouts.
  
  
• Documentation quality: 100% of jobs closed with required notes, photos, registrations, and warranty docs.
  
  
• CSAT/NPS: Post-visit survey results trending positive; callbacks handled within 1 business day .

Tools You'll Use

• CRM/Field Ops: Housecall Pro for scheduling, dispatch, job docs, estimates, and invoicing
  
  
• Comms: Phone system with texting, email (Gmail), and templates
  
  
• Productivity: Google Sheets/Docs/Drive for trackers, reports, and SOPs
  
  
• Automation-friendly: We experiment with simple automations/AI (e.g., follow-up boards, AR reports)
  
  

Reporting & Collaboration

• Reports to: General Manager
  
  
• Works with: Technicians & apprentices, CSR/dispatcher, billing/admin
  
  
• Leadership scope: Lead day-to-day office workflows; help refine processes; coach on call handling and documentation standards (we'll train on HVAC specifics)
  
  

Why Choose Us?

• Established Company:  We've been a trusted name in the community for over 20 years.
• Supportive Team:  Work alongside friendly and dedicated professionals.
• Community Impact:  Make a real difference in the lives of our customers.

Perks You'll Appreciate

• Competitive Compensation:  Based on your experience.
• Paid Time Off:  Accrued based on your experience.
• Opportunities for professional development.
• A positive and supportive work environment.

What We're Looking For

• Excellent Communication Skills:  You're a natural on the phone – clear, friendly, and professional. You enjoy talking to people and building rapport. You know how to communicate via text and you can easily type out a note via email to convey a message with warmth and professionalism.
• Organizational Skills:  Strong ability to manage follow-up schedules, track customer interactions, and handle multiple tasks efficiently in a fast paced environment.
• Technical Aptitude:  A genuine interest in how things work. You don't need to be an HVAC expert, but you should be eager to learn the technical basics of our services.
• Proactive Mindset:  You're a self-starter who enjoys taking initiative, whether it's making the next call, creating a better process, or finding a way to solve a problem.
• Computer Proficiency:  Comfortable using computers for data entry, email, and learning new software including AI tools.
• Attention to Detail:  Meticulous and accurate in all data entry and record keeping.

Ready to join a team that values your communication skills and technical curiosity? Apply now, we're excited to connect!

This company provides equal employment opportunities to all applicants for employment and prohibits discrimination of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Tags

Similar Jobs