Remote Office Manager – Plumbing & Heating (Housecall Pro) at Offshore Launch

<p><strong>About Offshore Launch:</strong></p> <p>Offshore Launch is a business and growth operations firm helping home service owners scale their operations.&nbsp;</p> <p>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.&nbsp;</p> <p>We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.</p> <p><strong>Why Join Offshore Launch?</strong></p> <ul> <li>Impact the growth and success of small and medium-sized businesses.</li> <li>Work in a people-first, remote environment that values career growth.</li> <li>Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.</li> <li>Contribute to a culture that values partnership, service, and excellence.</li> </ul> <p><strong>Who We Serve</strong></p> <p></p> <p>We serve family-owned and owner-operated home service businesses (i.e. plumbing/HVAC) on Housecall Pro, ServiceTitan, and comparable field service platforms.<br>We equip them with the operational infrastructure and talent to run day-to-day operations, so they can focus on field development, sales, and growth.</p> <p>This role supports a family-owned plumbing and heating company running on Housecall Pro and Gusto. You’ll be the administrative backbone of the business: taking calls off the owner’s cell phone and running every booking, schedule change, invoice, permit, and new hire so the owner can stay in the field.</p> <p><strong>Responsibilities:</strong></p> <p></p> <ul> <li>Own call handling and booking: answer every inbound call plus LSA and Angi leads, book the diagnostic/dispatch visit on the first call (no pricing over the phone), and route unusual calls (e.g., boiler work) to the owner.</li> <li>Own the Housecall Pro schedule: book arrival windows, reshuffle the day when a plumber sells a larger job (tankless, dig), and handle every customer reschedule.</li> <li>Invoice every job in Housecall Pro, collect payment at completion, and run the AR follow-up process through to collections. Manage card-on-file and net-30 terms for commercial accounts.</li> <li>Log every flat-rate estimate in Housecall Pro and keep its status current.</li> <li>Run payroll, onboarding, and offboarding in Gusto, including I-9s and new-hire paperwork, uniforms, and tracking of each plumber’s iPad, company card, and van.</li> <li>Pull permits, book equipment (e.g., backhoe) for dig jobs, send COIs to cities and commercial customers, and track license renewals.</li> <li>Monitor the general office inbox daily (website forms, owner requests).</li> <li>Deliver weekly office reports from Housecall Pro.</li> <li>Document every recurring task as an SOP, and keep Housecall Pro set up correctly (skill tags, price book, GPS tracking).</li> </ul> <p></p> <p><strong>KPIs / Performance Expectations</strong></p> <p></p> <ul> <li>Answer every call and lead; no callbacks required from the owner</li> <li>80%+ booking rate on qualified leads</li> <li>Every job invoiced and collected at completion; unpaid invoices followed up daily for 4 days, then weekly, with do-not-serve at 30 days and collections at 60 days</li> <li>Every estimate logged with a current status</li> <li>Accurate and on-time payroll</li> <li>Permits, COIs, licenses, and technician paperwork processed accurately and on time</li> <li>Weekly reports delivered on time and accurate</li> </ul> <p></p> <p><strong>Requirements:&nbsp;</strong></p> <p></p> <ul> <li>2+ years in office management, dispatch, or operations coordination, ideally in plumbing, HVAC, or field services.</li> <li>Working knowledge of Housecall Pro or a comparable FSM platform (ServiceTitan, Jobber).</li> <li>Strong phone presence, plus excellent written and verbal English.</li> <li>Able to own work from start to finish and follow up on your own without close supervision.</li> <li>Organized and detail-oriented, with a habit of documenting processes.</li> </ul> <p></p> <p><strong>Requirements (Nice to Have):&nbsp;</strong></p> <p></p> <ul> <li>Direct plumbing or heating industry experience.</li> <li>Experience with Gusto or a similar payroll/HR platform.</li> <li>Experience handling permits, COIs, or AR collections.</li> </ul> <p></p> <p><strong><span class="notion-enable-hover" data-token-index="0">Compensation &amp; Benefits (to be provided by Offshore Launch):</span></strong></p> <ul> <li>Up to $1600/mo depending on experience</li> <li>Guaranteed annual bonus of one month's salary</li> <li>Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores</li> <li>Comprehensive health benefits, including dependents: health, life, vision and dental insurance.&nbsp;</li> <li>16 days PTO</li> </ul> <p>&nbsp;</p> <p><strong>Note:</strong></p> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p>