What are the responsibilities and job description for the Office Manager position at ASK & PARTNERS LLC?
About Us
We are a growing plumbing, heating, and air conditioning company serving Utah County and the Heber Valley. We take pride in fast, honest service and a team that works well together. We’re looking for a sharp, organized Office Manager to keep our operations running smoothly and help our team hit its goals.
We are a growing plumbing, heating, and air conditioning company serving Utah County and the Heber Valley. We take pride in fast, honest service and a team that works well together. We’re looking for a sharp, organized Office Manager to keep our operations running smoothly and help our team hit its goals.
About the Role
This is a hands-on leadership role at the center of our business. You’ll oversee dispatch, call handling, scheduling, and customer escalations, and you’ll coach our office team to perform at a high level. If you like solving problems, spotting what’s off before it becomes an issue, and developing people, this role is for you.
This is a hands-on leadership role at the center of our business. You’ll oversee dispatch, call handling, scheduling, and customer escalations, and you’ll coach our office team to perform at a high level. If you like solving problems, spotting what’s off before it becomes an issue, and developing people, this role is for you.
What You’ll Do
Dispatch and Scheduling
- Review the dispatch board daily for open jobs, technician schedules, and discrepancies
- Monitor maintenance appointments and HVAC jobs that go uncompleted or missed
- Build outbound call schedules a week in advance and track outbound call activity
- Manage Schedule Engine scheduling and review why calls come in during the day
Calls and Customer Service
- Review missed calls and listen to recorded calls for quality and coaching
- Handle customer concern escalations and payment disputes
- Process refunds
- Track our booking rate (goal: 90%) and find ways to improve it
Billing, Collections, and Equipment
- Handle pre-lien tasks and spot-check liens
- Monitor collections and unsold estimates
- Register equipment and process equipment rebates
- Review payroll weekly
Team Leadership
- Run one-on-ones and performance reviews
- Monitor reviews on our internal review site
- Lead ServiceTitan trainings for reps, assign online training, and follow up on completion
- Take part in hiring for the office and field teams
What We’re Looking For
- [2 ] years of office management, dispatch, or call center leadership experience, ideally in home services or the trades
- Strong people skills and comfort giving direct, constructive feedback
- Detail-oriented, with the ability to spot errors and patterns in schedules and data
- Comfortable with field service software (ServiceTitan experience is a big plus)
- Confident handling difficult customer conversations
- Basic understanding of payroll review and collections processes
- Ability to prioritize in a fast-paced environment
What We Offer
- $60,000 – $70,000 per year, based on experience
- Room to grow with a growing company
- A team that values accountability and good communication
Salary : $60,000 - $70,000