Job title: Service Manager Assistant
Type of employment: Full-time (Remote)
Shift Schedule: TBD
High-level summary
We are seeking a prompt, organized, and service-oriented Coordinator to support our day-to-day plumbing service operations. In this role, you will keep jobs moving efficiently by managing customer intake, technician scheduling, dispatching, invoicing, vendor coordination, and parts ordering.
This role is ideal for a proactive, detail-oriented communicator who can bridge the gap between customers, field technicians, property managers, and the Service Manager to ensure accurate, timely, and high-quality service delivery.
About the company:
A locally owned plumbing company offering premier residential and commercial services across the Bay Area—including drains, water heaters, leak detection, sewer work, and emergency support. We emphasize high-quality workmanship, rapid responsiveness, and getting the job done right the first time.
Company core values:
- Customer-first service: Putting customers at ease and solving plumbing needs professionally.
- Quality workmanship: A strict commitment to doing the job right from the start.
- Responsiveness: Providing prompt support and emergency assistance when it's needed most.
- Professionalism and reliability: Delivering dependable, top-tier service across the region.
- Technology-forward service: Investing in modern customer tools, including on-demand video support.
Objective of this role:
- Streamline service requests, technician schedules, invoicing, and parts logistics.
- Optimize communication between customers, property managers, technicians, and internal operations.
- Ensure accurate billing and financial tracking by auditing work orders, timecards, and vendor invoices.
- Maintain a seamless, proactive, and solutions-focused service experience.
Responsibilities:
Customer communication
- Manage intake calls to gather complete info regarding service needs, property details, and job urgency.
- Respond to customer inquiries and follow up on email service requests via phone, email, or CRM.
- Handle customer complaints professionally, serving as the first point of contact and escalating complex issues to the Service Manager.
Technician scheduling and field coordination
- Schedule and dispatch jobs using Google Calendar and Jobber, optimizing daily technician routes and timelines.
- Coordinate schedule changes, delays, and urgent service requests with technicians and property managers.
- Confirm job details, access notes, and logistics with the field team and Service Manager.
CRM and job tracking
- Maintain real-time updates in Jobber (or similar CRM) including job statuses, documentation, and next steps.
- Ensure full visibility of job progress for the Service Manager and internal team.
Invoice processing
- Review work orders, vendor invoices, and weekly technician timecards for billing and cost-tracking accuracy.
- Process accurate invoices and collaborate with the internal team to resolve any billing discrepancies.
Collections support
- Monitor accounts receivable, document collection statuses, and professionally follow up on outstanding invoices.
Parts ordering and tracking
- Procure materials, order parts, and track delivery timelines through our established vendor network.
- Coordinate tool procurement and repair needs with the Service Manager; communicate updates to the field.
Quotes and proposal support
- Prepare and send clear, accurate service quotes and proposals based on job walks and Service Manager directives.
Administrative support
- Utilize Google Suite to manage documents, spreadsheets, schedules, and internal workflows.
- Maintain organized digital records for all jobs, invoices, and communications.
Required skills and qualifications:
- Communication: Exceptional English verbal and written communication skills with a professional phone presence.
- Logistics & Multitasking: Proven ability to manage schedules, routes, parts, and billing administrative workflows simultaneously.
- Attributes: Detail-oriented, prompt, curious to learn plumbing operations, and highly proactive.
- Customer Service: Strong conflict resolution and relationship-management skills.
- Tech-Savvy: Comfortable utilizing Google Suite (Docs, Sheets, Calendar), CRMs (Jobber), and cloud phone systems (Dialpad).
- Independence: Ability to work autonomously while keeping management regularly updated.
Preferred skills and qualifications:
- Prior experience in plumbing, HVAC, electrical, construction, or home services dispatch.
- Hands-on experience with Jobber for scheduling, invoicing, and job tracking.
- Background in invoicing, accounts receivable, vendor coordination, or procurement.
- Experience creating service quotes and proposals in a fast-paced trade environment.
