Job Overview
Flowline Plumbers is looking for a highly organized, dependable, and customer-focused Office Manager to help manage the day-to-day operations of our growing plumbing company.
This position will begin with a strong focus on reception, customer service, scheduling, and administrative work. As you learn the business, our systems, and our team, the role will expand into broader office management and operational responsibilities.
We are looking for someone who can eventually take ownership of the office side of the business, keep technicians organized, ensure customers receive excellent service, and make sure important tasks do not fall through the cracks.
This is an excellent opportunity for someone who enjoys a fast-paced environment, is comfortable speaking with customers, and wants to grow into a key management role within a growing company.
ResponsibilitiesReception & Customer Service
Initially, a significant part of the position will involve reception and customer communication, including:
- Answer incoming customer phone calls
- Respond to customer emails, text messages, and inquiries
- Gather information about plumbing problems and service requests
- Schedule and confirm plumbing appointments
- Provide customers with appointment windows and updates
- Follow up with customers regarding outstanding appointments or estimates
- Handle customer questions and concerns professionally
- Communicate with customers experiencing plumbing emergencies
- Take accurate notes and enter customer information into our CRM
- Ensure missed calls and new leads are followed up with promptly
- Help convert incoming inquiries into booked service appointments
Dispatch & Scheduling
- Coordinate daily schedules for plumbers and service technicians
- Assign jobs based on technician availability, location, and job requirements
- Communicate job information clearly to technicians
- Monitor the schedule throughout the day
- Handle cancellations, delays, and last-minute scheduling changes
- Keep customers informed if appointment times change
- Help ensure technicians are being utilized efficiently
- Coordinate emergency and same-day service calls
Office Management
As you become familiar with the company, you will take on increasing responsibility for the overall administration and organization of the office.
Responsibilities may include:
- Overseeing daily office operations
- Maintaining organized customer and job records
- Ensuring invoices, receipts, job documentation, and paperwork are properly recorded
- Tracking outstanding invoices and customer payments
- Organizing receipts and documentation for bookkeeping
- Coordinating with management, technicians, contractors, and suppliers
- Maintaining company calendars and schedules
- Helping manage technician availability and time off
- Creating and improving administrative procedures
- Monitoring open jobs and ensuring they are followed through to completion
- Reviewing outstanding estimates and helping coordinate follow-up
- Assisting with hiring, onboarding, and technician documentation
- Managing office supplies and administrative requirements
- Identifying operational problems and helping develop solutions
What We're Looking For
The ideal candidate is:
- Extremely organized and detail-oriented
- Professional and confident on the phone
- Friendly and comfortable speaking with customers
- Reliable and punctual
- Able to manage multiple priorities at once
- Comfortable working in a fast-paced service business
- Able to remain calm when customers or technicians are under pressure
- Proactive rather than waiting to be told what to do
- Comfortable following processes while also using good judgment
- Strong at problem-solving
- Comfortable holding people accountable and following up when necessary
- Able to communicate clearly with both customers and tradespeople
- Interested in taking ownership and growing into a larger management role
Qualifications
- Previous administrative, reception, customer service, dispatch, or office management experience preferred
- Experience working in plumbing, HVAC, electrical, construction, property management, or another home-service business is considered a strong asset
- Excellent written and verbal communication skills
- Strong computer skills
- Comfortable learning CRM, scheduling, invoicing, and communication software
- Experience with Microsoft Office or Google Workspace
- Experience with bookkeeping, invoicing, or accounts receivable is an asset
- Previous dispatching experience is an asset
Previous plumbing experience is not required. We are willing to teach the right candidate the terminology, services, and systems used within the plumbing industry.
Who This Role Is Best For
We are looking for someone who wants more than a traditional receptionist position.
At the beginning, you will spend a significant amount of your time answering phones, helping customers, scheduling appointments, and supporting the day-to-day office.
As you prove yourself and learn the company, we want you to gradually take responsibility for more of the operation.
The long-term goal is for this person to become someone management can rely on to help run the office and coordinate the day-to-day operations of Flowline Plumbers.
What Success Looks Like
You will be successful in this position if:
- Customers receive fast and professional responses
- Calls are answered and leads are consistently followed up
- The plumbing schedule stays organized
- Technicians receive clear and accurate job information
- Customers know what is happening with their appointment
- Invoices, paperwork, and administrative tasks stay organized
- Open jobs and estimates are followed up properly
- Problems are identified and dealt with before they become larger issues
- Management does not need to constantly check whether routine tasks were completed
Why Join Flowline Plumbers?
Flowline Plumbers is a growing plumbing company, and this position has the opportunity to grow along with the business.
We are looking for someone who wants to become a long-term member of the company and gradually take on more responsibility as we expand.
For the right person, this can develop from a reception and administrative position into a true Plumbing Office Manager / Operations role with increased responsibility and earning potential.
Pay: $23.00-$29.00 per hour
Benefits:
- Employee stock purchase plan
- Paid time off
- Profit sharing
- Stock options
- Work from home
Application question(s):
- Do you have experience in the office in the Plumber/HVAC/Construction industry?
Work Location: Remote
