Plumbing & HVAC Office Manager (Customer Service & Dispatch)

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 You’ll be the Office Manager for a growing residential plumbing company serving homeowners in Florida. The owner runs a professional operation on ServiceTitan. He’s looking for someone who will own the office, not just support it. What you’ll own The phones. You’re the first voice customers hear. You’ll answer and book calls for service, estimates and emergencies (active leaks, backed-up drains, no hot water), calmly and professionally. Scheduling and dispatch. You’ll build and manage the technicians’ daily schedules, re-route them when urgent calls come in, and keep customers updated on arrival times. The owner shouldn’t have to step in. Estimate follow-up. You’ll follow up on every open estimate, per the SOP, until it’s closed or declined. Invoicing and collections. You’ll invoice as soon as a job is complete, collect payments and keep receivables current. Clean data. You’ll keep ServiceTitan accurate: technician time, material costs, job details, lead sources, and routine price book updates. Permits and compliance paperwork. You’ll track and coordinate permits, certificates of insurance (COIs) and local requirements so nothing lapses. Vendor coordination. You’ll be the point of contact for the company’s bookkeeper, marketing agency and payroll provider. SOPs. You’ll follow and maintain the company’s standard operating procedures (SOPs) for every office workflow. How you’ll be measured 95%+ of calls answered Every new lead contacted within 5 minutes 75%+ of qualified leads booked Every open estimate followed up on time, per the SOP Jobs invoiced promptly, with nothing aging without action Time, materials and lead source recorded on every job Permits, COIs and paperwork done right and on time You’ll succeed here if you have 2+ years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services Hands-on ServiceTitan experience (strongly preferred), or experience with Housecall Pro, Jobber or a similar platform Excellent spoken English and a confident, warm phone presence High drive and close attention to detail. You follow through without being chased. The ability to juggle phones, schedules and follow-ups at once without dropping anything Availability to work US Eastern business hours Nice to have Direct plumbing experience, especially emergency dispatch Experience with accounts receivable, job costing or price book upkeep Experience working with an outside bookkeeper or payroll provider 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.