Plumbing & HVAC Office Manager (Customer Service & Dispatch) 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>&nbsp;</p> <p>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:</p> <ul> <li>Flat-rate pricing</li> <li>Customer financing</li> <li>A paid maintenance membership</li> <li>24/7 emergency service</li> </ul> <p>Their customers expect polish, and so does the owner. This role is for someone who wants to own the office, not just support it.</p> <p><strong>What you’ll own</strong></p> <ul> <li><strong>The phones.</strong> 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.</li> <li><strong>Scheduling and dispatch.</strong> 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.</li> <li><strong>Follow-up.</strong> Make happy calls after jobs, follow up on open estimates per the SOP, and sell and renew maintenance memberships.</li> <li><strong>Job tracking.</strong> Track every job from booking through completion and invoicing, and flag any job that’s stuck, on hold or at risk of slipping.</li> <li><strong>Cash.</strong> Invoice, collect payments, keep receivables current and help customers through financing applications.</li> <li><strong>Compliance and admin.</strong> Handle permits, certificates of insurance (COIs), licenses and technician paperwork accurately and on time.</li> <li><strong>Payroll.</strong> Prepare accurate payroll every pay period.</li> <li><strong>Reporting.</strong> Send the owner a weekly report covering calls, booking rate, job completion, backlog, AR aging and memberships.</li> <li><strong>Systems and team.</strong> 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.</li> </ul> <p><strong>How you’ll be measured</strong></p> <ul> <li>95%+ of calls answered</li> <li>Every new lead contacted within 5 minutes</li> <li>75%+ of qualified leads booked</li> <li>Every open estimate followed up on time, per the SOP</li> <li>Membership sign-ups and renewals on target</li> <li>AR kept within target, with nothing aging without action</li> <li>A weekly list of stuck or on-hold jobs, sent with zero surprises</li> <li>Payroll, permits and paperwork done right and on time, every time</li> </ul> <p><strong>You’ll succeed here if you have</strong></p> <ul> <li>2+ years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services</li> <li>Hands-on experience with Housecall Pro, ServiceTitan, Jobber or a similar platform</li> <li>Excellent spoken English and a confident, warm phone presence</li> <li>High drive and high attention to detail. You follow through without being chased.</li> <li>The ability to juggle phones, schedules and follow-ups at the same time without dropping anything</li> <li>Availability to work US Eastern business hours</li> </ul> <p><strong>Nice to have</strong></p> <ul> <li>Direct plumbing or HVAC experience, especially with emergency dispatch or maintenance memberships</li> <li>Experience with payroll, AR or basic job costing</li> <li>Experience managing a small remote team</li> </ul> <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>