[Hiring] Office Manager @Offshore Launch

Role Description

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:

• Flat-rate pricing
• Customer financing
• A paid maintenance membership
• 24/7 emergency service

This role is for someone who wants to own the office, not just support it.

What you’ll own:

• The phones: 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.
• Scheduling and dispatch: 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.
• Follow-up: Make happy calls after jobs, follow up on open estimates per the SOP, and sell and renew maintenance memberships.
• Job tracking: Track every job from booking through completion and invoicing, and flag any job that’s stuck, on hold or at risk of slipping.
• Cash: Invoice, collect payments, keep receivables current and help customers through financing applications.
• Compliance and admin: Handle permits, certificates of insurance (COIs), licenses and technician paperwork accurately and on time.
• Payroll: Prepare accurate payroll every pay period.
• Reporting: Send the owner a weekly report covering calls, booking rate, job completion, backlog, AR aging and memberships.
• Systems and team: 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.

How you’ll be measured:

• 95%+ of calls answered
• Every new lead contacted within 5 minutes
• 75%+ of qualified leads booked
• Every open estimate followed up on time, per the SOP
• Membership sign-ups and renewals on target
• AR kept within target, with nothing aging without action
• A weekly list of stuck or on-hold jobs, sent with zero surprises
• Payroll, permits and paperwork done right and on time, every time

Qualifications

• 2+ years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services
• Hands-on experience with Housecall Pro, ServiceTitan, Jobber or a similar platform
• Excellent spoken English and a confident, warm phone presence
• High drive and high attention to detail. You follow through without being chased.
• The ability to juggle phones, schedules and follow-ups at the same time without dropping anything
• Availability to work US Eastern business hours

Requirements

• Direct plumbing or HVAC experience, especially with emergency dispatch or maintenance memberships
• Experience with payroll, AR or basic job costing
• Experience managing a small remote team

Benefits

• Up to $1600/mo depending on experience
• Guaranteed annual bonus of one month's salary
• Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores
• Comprehensive health benefits, including dependents: health, life, vision and dental insurance.
• 16 days PTO