Office Manager - HVAC Company

Job Description

Job Description

About the Position

We are looking for an experienced, organized, and dependable Office Manager to join our growing HVAC company.

This is a key position responsible for keeping the office running efficiently and making sure our customers, technicians, and management team have the support they need every day.

The ideal candidate is someone who is highly organized, communicates well, can multitask in a fast-paced environment, and understands the importance of providing excellent customer service. HVAC industry or home-services experience is strongly preferred.

You will play an important role in coordinating office operations, customer communication, technician schedules, service calls, paperwork, billing support, and administrative responsibilities.

Key Responsibilities

Office Management

• Manage the day-to-day operations of the HVAC office.
• Answer and direct incoming phone calls, emails, and customer inquiries.
• Maintain organized customer records, service records, invoices, and paperwork.
• Manage office supplies, equipment, and general administrative needs.
• Create and maintain office procedures to improve efficiency.
• Coordinate communication between customers, technicians, management, and vendors.
• Monitor daily office activities and make sure important tasks are completed on time.

Customer Service

• Provide professional and friendly customer service by phone, email, and in person.
• Schedule new service calls, maintenance appointments, installations, and follow-up visits.
• Respond quickly and professionally to customer questions and concerns.
• Handle customer complaints and work toward appropriate solutions.
• Follow up with customers after service calls when necessary.
• Maintain strong customer relationships and help create a positive customer experience.

Scheduling & Dispatch

• Schedule and coordinate HVAC service technicians and installers.
• Optimize daily technician schedules based on location, urgency, skill level, and availability.
• Communicate schedule changes to technicians and customers.
• Monitor technician arrival times and job status.
• Handle emergency and same-day service requests when needed.
• Make sure technicians have the information they need before arriving at a job.
• Coordinate rescheduling, cancellations, and follow-up appointments.

Administrative & Financial Support

• Assist with invoicing, payments, accounts receivable, and collections.
• Review completed service calls for accuracy and completeness.
• Prepare and process customer invoices.
• Track outstanding balances and follow up on unpaid accounts.
• Assist management with reports, records, and administrative projects.
• Maintain accurate customer and job information in the company's software.
• Assist with payroll and timekeeping as needed.
• Organize purchase orders, vendor invoices, receipts, and other financial documents.

Technician Support

• Serve as a primary communication point between technicians and the office.
• Help technicians obtain customer information, job history, equipment information, and other necessary details.
• Track job progress and ensure completed work is properly documented.
• Help resolve scheduling or customer issues that arise during the workday.
• Communicate company policies and procedures to office and field personnel.

Inventory & Vendor Coordination

• Assist with tracking office and HVAC-related inventory.
• Coordinate with suppliers and vendors as needed.
• Help monitor materials needed for upcoming installations and service work.
• Maintain organized records of vendor contacts, invoices, and orders.

Qualifications

The ideal candidate will have:

• 10+ years of office management, administrative, customer service, dispatch, or operations experience.
• HVAC, plumbing, electrical, construction experience preferred.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Strong computer skills and the ability to learn new software quickly.
• Experience with scheduling, dispatching, CRM, or field-service software preferred.
• Basic understanding of invoicing, billing, and accounts receivable.
• Ability to handle multiple priorities in a fast-paced environment.
• Professional telephone and customer-service skills.
• Strong attention to detail.
• Ability to work independently and make sound decisions.
• Ability to communicate effectively with technicians, customers, vendors, and management.
• A positive attitude and willingness to take ownership of responsibilities.

Preferred Experience

Experience with any of the following is a plus:

• HVAC service or installation companies
• Plumbing or electrical companies
• Home-service businesses
• Field-service management software
• HVAC dispatching
• Customer relationship management (CRM) systems
• QuickBooks or similar accounting software
• ServiceTitan
• Comfort systems and maintenance agreements
• Scheduling and dispatch operations

Skills We're Looking For

Organization: You can keep track of multiple technicians, customers, appointments, and priorities without losing details.

Communication: You communicate clearly and professionally with customers, technicians, vendors, and management.

Problem Solving: When something goes wrong, you stay calm, identify the issue, and find a solution.

Customer Service: You understand that the office is often the first and most important interaction a customer has with our company.

Leadership: You can take ownership, keep the office organized, and help the team stay on schedule.

Technology: You are comfortable using computers, email, scheduling software, CRM systems, and other office technology.

What Success Looks Like

In this position, success means the office runs smoothly, technicians stay productive, customers receive excellent service, appointments are scheduled accurately, paperwork is completed on time, and management has confidence that the day-to-day administrative operations are under control.

We are looking for someone who doesn't need to be micromanaged and is willing to take ownership of the position.

Who We're Looking For

This position is ideal for someone who is:

• Reliable and dependable
• Organized and detail-oriented
• Professional and personable
• Comfortable working in a fast-paced environment
• A strong communicator
• Good at multitasking
• Comfortable handling difficult customer situations
• Able to prioritize urgent issues
• A team player
• Willing to learn
• Looking for a long-term opportunity