Office Manager

Position Summary

The Trades Office Manager oversees daily administrative operations for a trades business (such as HVAC, plumbing, electrical). This role ensures efficient scheduling, customer service, job tracking, billing, and coordination between field technicians and office staff.

Key Responsibilities

1. Office & Administrative Management

• Manage day-to-day office operations and administrative functions
• Maintain organized records, job files, and documentation
• Oversee office supplies, systems, and equipment
• Develop and improve office procedures for efficiency

2. Scheduling & Dispatching

• Schedule service calls, installations, and project work
• Dispatch technicians efficiently based on priority, location, and skill set
• Monitor job progress and adjust schedules as needed
• Communicate schedule updates to technicians and customers

3. Customer Service

• Serve as the primary point of contact for customers
• Handle incoming calls, emails, and service requests
• Resolve customer concerns and ensure high satisfaction
• Provide job updates, timelines, and follow-ups

4. Billing & Financial Coordination

• Prepare invoices, estimates, and work orders
• Ensure accurate job costing and tracking
• Process payments and coordinate with accounting
• Monitor accounts receivable and assist with collections

5. Team Coordination & Support

• Act as a liaison between field technicians and management
• Support hiring, onboarding, and training of office staff
• Assist technicians with job information, materials, and documentation
• Facilitate communication across departments

6. Compliance & Documentation

• Ensure compliance with permits, licenses, and safety regulations
• Maintain insurance certificates and vendor records
• Track warranties, contracts, and service agreements

7. Reporting & Operational Oversight

• Generate reports on job performance, revenue, and productivity
• Track KPIs such as job completion rates and service times
• Identify areas for operational improvement
• Assist management in strategic planning

Required Skills & Qualifications

Experience

• 2–5 years in office management, preferably in a trades or service industry
• Experience with dispatching or scheduling software

Skills

• Strong organizational and multitasking abilities
• Excellent communication and customer service skills
• Knowledge of invoicing, billing, and basic accounting
• Problem-solving and decision-making skills
• Proficiency in Microsoft Office and business software

Preferred Qualifications

• Experience managing teams or supervising office staff
• Familiarity with CRM or field service management tools

Work Environment

• Office-based role with frequent communication with field personnel
• Fast-paced environment with multiple priorities and deadlines
• May require occasional after-hours coordination

Success Metrics

• On-time job scheduling and completion rates
• Customer satisfaction scores
• Accuracy of billing and job documentation
• Efficiency of technician utilization
• Office workflow effectiveness