Client Services and Business Operations Specialist

Job Description

Job Description

Full-Time | Wauwatosa, WI (In-Person)

Family run residential and commercial plumber

Join a Growing Team That Values Excellence, Accountability, and Positive Culture

We are a well-established, growing plumbing company serving residential and small commercial clients in the Milwaukee, Waukesha, and Ozaukee County areas. Since 2011, we've built our reputation on strong values, exceptional client service, and a supportive team environment. We're looking for a highly organized, proactive Client Services and Business Operations Specialist to serve as the central hub of our daily operations—helping us deliver outstanding service while driving efficiency and growth.

If you thrive in a fast-paced environment, love solving problems, take pride in your work, and are a true team player, this is your opportunity to make a real impact.

What You'll Do

You'll wear multiple hats to support our clients, field team, and back-office functions. Key responsibilities include:

Client Service & Communication

- Oversee daily client service and communication functions, ensuring a consistent, professional, and positive client experience.

- Provide leadership, guidance, and support to team members responsible for incoming calls, scheduling, dispatch coordination, and client communications.

- Monitor workflows, service quality, and follow-through to ensure client needs are addressed accurately, efficiently, and in a timely manner.

- Coach team members, reinforce expectations, and identify opportunities to improve communication, efficiency, and the overall client experience.

- Assist with resolving escalated client concerns and challenging situations with professionalism, empathy, and a solutions-focused approach.

- Provide hands-on support with phones, scheduling, and other client service responsibilities as needed during employee absences, PTO, or periods of increased demand.

Operations & Office Management

- Maintain an organized, efficient office environment that supports the whole team.

- Develop, document, and improve systems, processes, and procedures.

- Proactively identify inefficiencies and implement solutions and areas of focus.

- Manage scheduling and dispatch coordination team while anticipating and resolving potential conflicts.

- Serve as the key communication bridge between the office and field teams.

Accounting & Financial Support

- Manage accounts receivable and accounts payable.

- Perform bank and credit card reconciliations.

- Review and reconcile vendor statements with accuracy.

- Verify, code, and post invoices and payments in our accounting software.

- Assist with financial reporting and higher-level controller-type tasks as needed.

Additional Impact Areas

- Support internal reporting, data tracking, and performance metrics.

- Collaborate with the warehouse team to build and refine inventory processes.

- Contribute to ongoing workflow improvements and system enhancements.

What We're Looking For

- Highly organized with exceptional attention to detail.

- Strong verbal and written communication skills with a genuine customer service orientation.

- Demonstrates strong emotional intelligence, self-awareness, and the ability to navigate challenging situations with professionalism, empathy, and composure- Proactive problem-solver who takes ownership and follows through.

- Comfortable holding high standards and promoting accountability across the team

- A true team player who is willing to jump in wherever needed to support the business and help teammates succeed.

Bonus Points If You Have

- Experience with ServiceTitan (or similar field service management software).

- Hands-on experience with QuickBooks (especially Desktop to Online transitions).

- Bookkeeping, accounting, or controller-level support background.

- Prior experience in plumbing, HVAC, or the home services industry.

What Sets You Apart

- A consistently positive attitude that uplifts the team.

- Natural drive to improve processes and make things better every day.

- Willingness to go the extra mile for clients and teammates.

- Strong team player who contributes to and helps strengthen our positive, accountability-focused culture.

- Willing to roll your sleeves up and jump in to lead by example.

- Pride in doing things the right way, even when no one is watching.

Why You'll Love Working Here

This isn't just an administrative role. As our Client Services and Business Operations Specialist you'll play a vital part in our company's efficiency, client satisfaction, and continued growth. You'll have the autonomy to build and improve systems while working with a team that genuinely values hard work, positivity, and continuous improvement.

We offer a competitive compensation package including:

- Health, Dental, Vision Insurance

- Paid Time Off (PTO)

- 401K

If you're ready to grow with a company that's going places, apply today. We offer a supportive environment where your contributions are noticed and rewarded.

Apply If You Want To:

- Be part of a team that prioritizes accountability, excellence, and a positive culture

- Have a tangible, daily impact on business operations and client experience

- Help build stronger systems and processes in a growing company

- Grow your career with a stable, values-driven plumbing business

Pay: From $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person