Office Manager – Plumbing & HVAC (Remote, Housecall Pro)

About Offshore Launch:

Offshore Launch is a business and growth operations firm helping home service owners scale their operations. 

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. 

We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.

Why Join Offshore Launch?

• 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

This is a remote, full-time position supporting a fast-growing plumbing and HVAC company in New Jersey. The company handles a wide range of work: plumbing repairs, drain and sewer work, water heaters, boilers, furnaces, heat pumps and mini-splits, gas lines and water treatment. It serves homeowners across several counties, with same-day and emergency service. You’ll work US Eastern business hours.

The owner runs a team of field technicians and is busy growing the business. Day to day, you’ll be the person who keeps the office running: phones, scheduling, dispatch, estimates, invoices and follow-up. The company is moving its operations onto Housecall Pro now. You’ll start with a newly set-up system, written SOPs and the full support of our team, and you’ll help shape how the office works from the start. As the company grows, you may also train and lead a new office team member.

This role is for someone who wants to own the office and run it without waiting to be told what to do next.

What you’ll own

• The phones. You’re the first voice customers hear. Answer incoming calls and book service calls, emergencies and estimates, calmly and professionally. Offer financing and membership options when they fit.
• Scheduling and dispatch. Book and dispatch jobs for a team of technicians in Housecall Pro, and fit in same-day and emergency calls. Keep customers updated on arrival times so the owner doesn’t have to step in.
• The estimate pipeline. Follow up on every open estimate until it’s won or declined, and keep the pipeline current so the owner always knows where each job stands.
• Invoicing and collections. Send invoices as soon as jobs are done, and follow up on receivables so nothing ages without action.
• Clean system data. Keep Housecall Pro accurate: job details, technician time, material costs and receipts, job photos, lead-source tags and routine price catalog updates. Make sure the technicians use the app the right way.
• Permits and compliance. Track and coordinate permits, certificates of insurance and town requirements as the owner directs.
• Vendors. Coordinate with the bookkeeper, marketing agency and payroll provider using documented processes.
• Reporting. Send the owner a regular report on calls, bookings, the estimate pipeline, jobs completed and receivables.
• SOPs and team growth. Follow the office SOP library and keep it updated. When the company adds office staff, train and supervise them using the SOPs.

How you’ll be measured

• 95% or more of calls answered
• Every new lead contacted within 5 minutes
• 75% or more of qualified leads booked
• Arrival-window and “on the way” texts sent on every job
• Every open estimate followed up on time, per the SOP, until it closes
• Invoices sent the day the job is completed
• Receivables kept within target, with nothing aging without action
• Housecall Pro data complete and accurate enough that the owner can trust the reports
• Permits, insurance certificates and vendor tasks done on time, every time

You’ll succeed here if you have

• 2 or more years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services
• Hands-on experience with Housecall Pro, or with ServiceTitan, Jobber, FieldPulse or a similar platform
• Experience dispatching a team of several technicians, including same-day and emergency calls
• Excellent spoken English and a confident, warm phone presence
• A strong follow-up habit. You chase estimates and invoices without being reminded.
• The ability to juggle phones, schedules and follow-ups at the same time without dropping anything
• Comfort working independently for a busy owner
• Availability to work US Eastern business hours, full-time

Nice to have

• Experience with Housecall Pro specifically
• Spanish speaking
• HVAC experience (seasonal demand, maintenance plans, equipment installs)
• Experience offering financing or selling membership plans on the phone
• Experience coordinating permits or certificates of insurance
• Experience training or supervising a CSR or a small office team
• Experience helping a team move to a new field service platform

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. 
• 16 days PTO

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.