What are the responsibilities and job description for the Operations & Call Center Manager (Office Admin + Dispatch Leadership) position at Heatwave Heating, Cooling, & Plumbing?
This is not a receptionist job.
This is not a "wear many hats and see how it goes" role.
This is a leadership seat.
We're a fast-growing HVAC, Plumbing, and Electrical company looking for one high-level operator to own our office operations AND call center performance.
If you've ever run an office, managed dispatch, held CSRs accountable, and kept technicians moving while ownership focused on growth — keep reading.
If you need constant direction, avoid conflict, or struggle with accountability — do not apply.
What You'll Own (Not Help With)
You are the backbone of daily operations. Period.
Office & Admin Operations
- Permits: pulling, tracking, closing
- Job setup, paperwork, and internal coordination
- Payroll prep, job costing, and reporting
- Parts, equipment, and vendor coordination
- Daily KPI reporting to ownership
- Keeping the office tight, clean, and on time
Call Center & Dispatch Leadership
- Manage and hold CSRs accountable (calls answered, booked, and converted)
- Oversee dispatch flow and scheduling efficiency
- Monitor call quality, recordings, and booking rates
- Fix breakdowns before they become problems
- Enforce scripts, standards, and expectations
- Ensure technicians are fed quality jobs — no chaos, no excuses
You will not be "answering phones all day."
You will be running the people who do.
Who This Role Is For
You are:
- Organized, assertive, and calm under pressure
- Comfortable enforcing standards and having hard conversations
- Experienced in home service operations (HVAC, plumbing, electrical preferred)
- Able to see problems coming before they explode
- Data-aware — numbers don't scare you
- A builder who wants long-term stability and growth
Who This Role Is NOT For
- Clock-punchers
- "I just do what I'm told" personalities
- People who avoid accountability
- Anyone who needs daily hand-holding
- Anyone who thinks chaos is "just part of the trades"
Compensation & Benefits
- Competitive salary based on experience
- Performance-based incentives tied to results
- Health, Dental, and Vision insurance
- Paid time off and holidays
- Long-term growth opportunity inside a scaling company
- Direct access to ownership — your impact matters
The Bottom Line
This role exists to create structure, consistency, and accountability across the office and call center.
If you want a career, not a job
If you take pride in running tight operations
If you want to build something long-term
Apply.
If not - keep scrolling.
Job Type: Full-time
Pay: $40, $52,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Permit: 1 year (Preferred)
- Management: 1 year (Required)
- Bookkeeping: 1 year (Preferred)
- Microsoft Office: 3 years (Required)
Ability to Commute:
- Pinellas Park, FL Required)
Work Location: In person
Salary : $52,000