Offshore Launch - Home Service Office Manager (HVAC/Plumbing)
Requirements
• 2+ years in project management, office management, or operations coordination, ideally in trades, HVAC, plumbing, or field services. • Working knowledge of HouseCall Pro or a comparable FSM/scheduling platform (ServiceTitan, Jobber). • Excellent written and verbal English communication. • Demonstrated ability to manage multiple workstreams and follow up independently without heavy oversight. • Direct plumbing or HVAC industry experience. • Basic job costing or P&L familiarity. • Prior experience managing a small remote or hybrid team. • Compensation & Benefits (to be provided by Offshore Launch): • 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. • Note: • 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. • 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.
Responsibilities
• Own day-to-day office operations: including call center performance, follow up, scheduling/dispatch, cash collection, compliance, and administrative workflows. Own the performance of customer service, scheduling, and dispatch without owner intervention. • Track project/job timelines from booking through completion and invoicing, flagging jobs at risk of slipping. • Monitor job costing and margin at a summary level; flag anomalies to the owner. • Manage subcontractor coordination (permits, material orders, inspections, agencies) where applicable. • Maintain accurate records in HouseCall Pro or equivalent CRM/FSM platform (ServiceTitan, Jobber). • Support hiring and onboarding processes for field and office teams, including people-management for office-staff as the team grows. • Prepare recurring operational reports (job completion rate, backlog, aging) for the owner. • KPIs / Performance Expectations • Maintain 95% answer rate, and sub-5m speed to lead • 75%+ booking rate on qualified leads • Follow happy call and membership process to hit target revenue retention rates • Multi-touch follow up on open estimates (per SOP) • Maintain accurate weekly view of stuck or on-hold jobs • Prepare accurate and timely payroll • Maintain target AR balances • Process permits, COIs, licenses, and technician paperwork accurately and on time
Benefits
• Impact the growth and success of small and medium-sized businesses. • Work in a people-first, remote environment that values career growth. • Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance. • Contribute to a culture that values partnership, service, and excellence. • Who We Serve • We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. • 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. • What you’ll own • 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. • The phones. • 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. • Scheduling and dispatch. • Follow-up. Make happy calls after jobs, follow up on open estimates per the SOP, and sell and renew maintenance memberships. • Follow-up. • 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. • Job tracking. • Cash. Invoice, collect payments, keep receivables current and help customers through financing applications. • Cash. • Compliance and admin. Handle permits, certificates of insurance (COIs), licenses and technician paperwork accurately and on time. • Compliance and admin. • Payroll. Prepare accurate payroll every pay period. • Payroll. • Reporting. Send the owner a weekly report covering calls, booking rate, job completion, backlog, AR aging and memberships. • Reporting. • 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. • Systems and team. • 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
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