Office Administrator

Job Description

Job Description

Office Administrator

Company: AdvantaServ
Location: Idaho Falls, Idaho
Position Type: Full-Time

Join a Growing Local Company

AdvantaServ is a locally owned HVAC, plumbing, and electrical service company serving homeowners and businesses throughout Eastern Idaho. We are not a franchise . We are building a strong local company by combining quality craftsmanship, exceptional customer service, modern technology, and a team that takes pride in doing things the right way.

We are looking for an experienced and highly capable Office Administrator to become a central part of our daily operations.

Although the position carries a streamlined title, this is a broad and important role with significant responsibility in four primary areas:

• Customer Service & Customer Communication
• Dispatching & Technician Scheduling
• Operational & Financial Oversight
• ServiceTitan Administration & Ownership

As the company continues to grow, we expect to add additional office staff who will absorb and specialize in portions of these responsibilities. The person hired today will have an opportunity to help build our systems, support future team members, and potentially grow into a more specialized or leadership-focused position.

Position Overview

The Office Administrator is the operational hub connecting our customers, technicians, management team, and financial processes.

This person will manage the customer experience from the first phone call through job completion and payment. They will coordinate technician schedules, maintain accurate job records, oversee purchase orders and job costs, monitor accounts receivable, and help ensure completed work is properly documented, billed, profitable, and collected.

This is not a traditional receptionist position. It requires someone who can balance customer service, field coordination, administrative organization, technology, and financial accountability in a fast-moving service environment.

The right person will be organized, dependable, comfortable with technology, confident communicating with customers, and capable of managing multiple priorities without losing attention to detail.

Primary Responsibilities

Customer Service

• Answer incoming phone calls, emails, and online service requests promptly and professionally.
• Serve as the primary point of contact for new and existing customers.
• Gather complete and accurate information about customer needs and service concerns.
• Schedule service, maintenance, estimate, and installation appointments.
• Clearly explain appointment expectations, arrival windows, and applicable service fees.
• Keep customers informed regarding technician arrival times, delays, and schedule changes.
• Follow up on completed appointments, estimates, and unresolved concerns.
• Handle difficult customer conversations calmly, professionally, and with empathy.
• Help convert incoming calls and inquiries into scheduled appointments.
• Build trust with customers and contribute to long-term customer relationships.
• Deliver a customer experience that reflects positively on AdvantaServ from beginning to end.

Dispatching & Scheduling

• Manage the daily dispatch board and technician schedules within ServiceTitan.
• Schedule and dispatch technicians based on trade, skill level, location, urgency, workload, and availability.
• Monitor technician progress and job status throughout the day.
• Maintain clear communication with technicians regarding job details and schedule changes.
• Adjust schedules when emergencies, cancellations, delays, or additional work arise.
• Promptly communicate schedule changes to affected customers.
• Help reduce technician downtime, unnecessary travel, and scheduling gaps.
• Support efficient routing and productive use of technician time.
• Ensure technicians have the information needed before arriving at each job.
• Confirm jobs are properly completed and required documentation has been entered.
• Escalate scheduling, customer, or field concerns to management when appropriate.

ServiceTitan Administration & Ownership

ServiceTitan is the operational backbone of AdvantaServ. The Office Administrator will be expected to learn, understand, and ultimately take ownership of how the platform is utilized throughout the company.

Responsibilities include:

• Maintain accurate customer, property, equipment, membership, and job records.
• Create and manage appointments, jobs, estimates, invoices, and follow-up tasks.
• Maintain technician schedules and the dispatch board.
• Review job records for missing, inaccurate, or incomplete information.
• Monitor outstanding estimates and ensure appropriate follow-up.
• Help manage memberships and recurring service appointments.
• Maintain reports, dashboards, tags, alerts, and workflows.
• Identify opportunities to improve data quality and operational efficiency.
• Document ServiceTitan processes and office procedures.
• Assist with training future office employees.
• Work with management to ensure ServiceTitan supports customer service, dispatching, profitability, and operational goals.

Previous ServiceTitan experience is preferred, but we are willing to train the right person who learns software quickly and is committed to becoming our in-house expert.

Operational & Financial Oversight

The Office Administrator will provide meaningful operational and financial oversight at the job level. This is not a bookkeeping or accounts payable position, but it does require confidence working with invoices, purchase orders, job costs, profitability, accounts receivable, and collections.

Responsibilities include:

• Create, manage, and track purchase orders for service and installation jobs.
• Ensure materials, equipment, subcontractors, permits, and other costs are assigned to the correct job.
• Match purchase orders and job costs with supporting documentation.
• Review jobs for missing costs, incomplete billing, or unbilled work.
• Confirm approved work, labor, materials, and additional services are accurately reflected on customer invoices.
• Review invoices for completeness and accuracy before they are finalized.
• Monitor job costing and identify jobs that appear incomplete or below expected profitability.
• Review job financial summaries and alert management to potential margin concerns.
• Help ensure completed jobs are closed, invoiced, and financially reviewed promptly.
• Verify that discounts, credits, adjustments, and write-offs are properly authorized and documented.
• Support management with reports related to revenue, open jobs, outstanding estimates, job costs, and profitability.
• Help maintain financial accountability from the time a job is scheduled through final payment.

This position will not be responsible for general accounts payable or paying company bills.

Accounts Receivable & Collections

• Monitor outstanding customer balances and accounts receivable aging.
• Send invoices, statements, payment reminders, and supporting documentation.
• Contact customers regarding overdue balances in a courteous, professional, and persistent manner.
• Accept and accurately record customer payments.
• Help customers understand invoices, balances, financing arrangements, and payment expectations.
• Document collection attempts, customer communication, and promised payment dates.
• Follow up consistently on payment commitments.
• Resolve billing discrepancies that delay payment.
• Escalate seriously delinquent accounts or disputed balances to management.
• Coordinate payment arrangements and collection efforts with management.
• Help reduce aged receivables while protecting customer relationships.

Office Administration

• Keep the office organized and operating efficiently.
• Maintain accurate digital records, forms, customer documentation, and internal files.
• Assist with permits, registrations, warranties, rebates, and other job-related paperwork.
• Coordinate with suppliers, vendors, technicians, customers, and management.
• Order office supplies and maintain appropriate inventory.
• Receive and distribute mail, deliveries, and office communications.
• Support management with reports, projects, and administrative assignments.
• Help document and improve office policies, workflows, and procedures.
• Maintain confidentiality when working with customer, employee, and financial information.
• Assist other team members as company needs change.

What Success Looks Like

A successful Office Administrator will:

• Provide customers with a friendly, professional, and dependable experience.
• Keep technicians informed, organized, and productive.
• Maintain an accurate and efficient dispatch board.
• Keep ServiceTitan records complete, consistent, and current.
• Follow through without requiring repeated reminders.
• Catch missing information, job costs, billing errors, and collection issues before they become larger problems.
• Help ensure completed work is invoiced, profitable, and collected.
• Communicate problems promptly rather than allowing them to grow.
• Remain calm and solution-focused when schedules and priorities change.
• Improve systems instead of simply working around recurring problems.
• Take ownership of results and help the entire team succeed.

Qualifications

• Previous experience in office administration, customer service, dispatching, scheduling, collections, or a similar role.
• Strong verbal and written communication skills.
• Professional and confident phone presence.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable discussing invoices and overdue balances with customers.
• Basic understanding of invoices, purchase orders, job costs, profitability, and accounts receivable.
• Strong computer skills and the ability to learn new software quickly.
• Dependable, self-motivated, and accountable.
• Able to work independently while remaining part of a team.
• Able to handle confidential information appropriately.

Preferred Qualifications

• Previous experience in an HVAC, plumbing, electrical, construction, or other field-service environment.
• ServiceTitan experience.
• Dispatching or scheduling experience involving technicians or field employees.
• Experience with purchase orders, job costing, accounts receivable, or collections.
• Familiarity with Google Workspace.
• Bilingual English and Spanish skills are a plus.

The Right Person for This Role

This position may be a great fit for someone who:

• Loves helping people and solving problems.
• Enjoys being the person who keeps everything organized.
• Can confidently move between customer service, dispatching, administrative work, and financial follow-up.
• Is friendly but comfortable having clear and direct conversations.
• Notices details that others miss.
• Learns technology quickly.
• Takes initiative instead of waiting to be told what to do.
• Understands that accurate paperwork, job costing, billing, and collections are essential parts of providing great service.
• Wants to help build systems and grow with a local company.
• Is looking for a long-term career opportunity rather than simply another office job.

Why Join AdvantaServ?

• Locally owned and operated.
• Idaho Falls based.
• Not a franchise.
• Competitive hourly wage or salary based on experience.
• Paid time off and paid holidays.
• Training, professional development, and cross-training opportunities.
• Growing company with opportunities for advancement.
• Opportunity to help shape office systems and future positions.
• Modern software and technology.
• Direct interaction with company leadership.
• A positive, team-driven, high-accountability work culture.