[Hiring] Junior Office Manager @WorkHero

Role Description

We're hiring a Junior Office Manager to own the phone work that keeps our clients' cash flowing. The bulk of your day is accounts receivable collections calls - calling homeowners and commercial customers on behalf of our HVAC clients to follow up on unpaid invoices, confirm payment, and resolve billing questions. You'll also handle a smaller mix of scheduling calls and one-off outbound campaigns as they come up. This is a phone-forward role. You will be on calls for most of your working day.

If you like the rhythm of a call queue, you know how to stay pleasant on the twentieth "I'll pay it next week" of the morning - this is a good fit.

What You'll Do

• A/R collections calls (primary):
  • Work aging reports across multiple client accounts, contacting customers on past-due invoices, negotiating payment, taking payment over the phone, and accurately documenting every outcome.
• Follow-up and escalation:
  • Maintain a callback cadence on open balances, flag disputed invoices and accounts that need to escalate to the account team or the client owner.
• Light scheduling calls:
  • Confirm appointments, reschedule, and reach out for maintenance agreement renewals when an account needs coverage.
• Ad hoc outbound:
  • Occasional additional outbound, which could include membership renewal pushes, estimate follow-ups, customer win-back lists, and similar campaigns.
• Documentation:
  • Log call notes and payment commitments in a tracking sheet or the client's field service management platform so the account team always knows where each balance stands.

Qualifications

• 2+ years in an outbound or high-volume call centre role for an HVAC shop, or 2+ years as a dispatcher/CSR at an HVAC shop. HVAC-shop experience is a must-have.
• Familiarity with HVAC terminology (system types, maintenance agreements, common repair line items).
• Comfort with collections conversations - you can ask for money directly and stay calm, friendly and professional when a customer gets frustrated.
• Above average people skills, with a pleasant demeanour and a strong ability to build rapport.
• Solid written communication for tracking collections and internal handoffs.
• Reliability and self-management in a remote setting - you keep to a schedule without supervision.
• Reliable high-speed internet and a quiet dedicated workspace.

Requirements

• Hands-on experience with ServiceTitan, Housecall Pro, or Jobber.
• Prior A/R or collections experience specifically in the trades.
• Experience working with U.S. customers across multiple time zones.

Benefits

• Fully remote, with a distributed team.
• A clearly defined role with a measurable impact you can point to.
• We build AI automation into the work - you'll spend your time on conversations, not on manual list-pulling.
• Opportunities for growth and promotion.

Company Description

WorkHero believes that the right office manager can be the difference between a business surviving and thriving. WorkHero provides expert office support to small HVAC business owners, combining industry expertise with cutting-edge AI tools. We handle administrative and operational tasks such as billing, payroll, permitting, and procurement. Our services save customers up to 16 hours a week, enabling them to focus on growing their business.