In-Office Service Department Manager & Admin

Job Description

Job Description

We are seeking a highly organized, proactive, and customer-focused Service Department Office Manager to oversee the daily administrative operations of our pool service department. This is a key position for someone who thrives in a fast-paced environment, can manage multiple priorities, and enjoys being the person who keeps the service team, customers, technicians, vendors, and office running smoothly.

The ideal candidate is an excellent communicator, strong problem-solver, and natural leader who can take ownership of the service department's administrative workflow from scheduling and customer communication to invoicing, follow-up, and team coordination.

WHAT WE'RE LOOKING FOR:

• 3+ years of experience in office management, operations, customer service, dispatch, scheduling, or a similar role.
• Experience in the pool, construction, landscaping, home services, or another field-service industry is a strong plus.
• Exceptional organizational and time-management skills.
• Strong written and verbal communication skills.
• Ability to manage multiple technicians, customers, and priorities simultaneously.
• Strong attention to detail and follow-through.
• Professional, confident, and customer-focused communication style.
• Ability to remain calm and solution-oriented in a fast-paced environment.
• Strong computer skills and ability to learn new software quickly.
• Experience with scheduling, CRM, invoicing, or field-service software preferred.
• Ability to work independently while also supporting a team.
• Strong problem-solving and decision-making skills.
• Reliable, accountable, and willing to take ownership of responsibilities.

• Work seamlessly with service field manager and team within office.

KEY RESPONSIBILITIES:

• Manage the day-to-day administrative operations of the pool service department.
• Coordinate and maintain technician schedules, service calls, repairs, and customer appointments.
• Communicate with customers regarding service requests, repairs, scheduling, estimates, and follow-up.
• Serve as a primary point of contact between customers, technicians, management, and vendors.
• Monitor open service calls and ensure jobs are completed and properly documented.
• Review technician notes, work orders, photos, and completed service documentation.
• Prepare, review, and process service invoices and assist with accounts receivable follow-up.
• Track estimates, approvals, parts, materials, and outstanding customer requests.
• Coordinate parts and equipment needs with technicians and vendors.
• Follow up on delayed jobs, customer concerns, warranty issues, and unresolved service requests.
• Maintain accurate customer records and service histories.
• Identify scheduling conflicts and resolve issues before they impact customers or technicians.
• Assist with training, and administrative support for service personnel.
• Maintain efficient office procedures and service department processes.
• Monitor department workflow, productivity, and outstanding work.
• Provide upper management with updates, reports, and information regarding service operations.
• Handle escalated customer concerns professionally and work toward timely resolutions.
• Support continuous improvement of service department processes, and customer experience.

QUALIFICATIONS:

• 1-3 years of experience in administrative, data entry, or scheduling roles (preferably in service or construction industries).
• Strong computer skills.
• QuickBooks proficient.
• Excellent communication and organizational skills.
• Team-oriented.
• Ability to multitask and prioritize in a fast-paced environment.
• Adaptable to learn and grow within the company.
• Willingness to quickly complete tasks and seek what is next.
• Empathetic to client concerns / needs.

PREFERRED:

• Experience in pool industry or other construction field environments.
• Experience within an office setting for at least 2 years.
• Administration / Billing experience.

THE RIGHT PERSON WILL:

Be the organizational backbone of the service department .

You should be someone who sees what needs to be done before being asked, follows issues through to completion, communicates proactively, and takes pride in creating an exceptional experience for both customers and vendors.

You will play an important role in keeping technicians productive, customers informed, schedules organized, and the service department operating efficiently.

WHAT WE OFFER:

• Competitive salary based on experience.
• Full-time, stable Monday–Friday position.
• Professional and team-oriented work environment.
• Opportunity for growth and increased responsibility.
• Paid time off.
• Company benefits - 401K, FSA, HSA, PPO/HMO Insurance options.
• Opportunity to make a meaningful impact on a growing service department.

JOB SUMMARY:

The Service Manager / Administrator position plays a key role in supporting the daily operations of our pool company. This position is responsible for managing schedules, entering and maintaining accurate data, invoicing and AR, handling customer communications, and providing general customer service support to ensure smooth workflow between clients, vendors, technicians and office staff.