Brothers Plumbing

Office Manager Job Description

Position Summary

Key Responsibilities

Operations & Dispatch

• Manage scheduling and dispatch to maximize efficiency and productivity
• Assign the right technician to the right job based on skill, location, and priority
• Monitor schedules and adjust in real time to reduce downtime
• Coordinate with technicians, customers, and vendors to resolve issues

Customer Experience

• Ensure professional, responsive, and solutions-focused customer service
• Support call handling, scheduling, and issue resolution as needed
• Communicate proactively with customers regarding changes or delays

Team Leadership

• Lead and support CSR and dispatch team members
• Set clear expectations and hold team members accountable
• Assist with onboarding, training, and team development
• Foster a positive, respectful, and solutions-driven culture

Systems & Process Improvement

• Maintain and improve systems (Housecall Pro, scheduling, reporting)
• Identify inefficiencies and implement practical solutions
• Ensure adherence to company processes and standards

Administrative & HR Support

• Manage employee records, onboarding, and compliance requirements
• Support HR processes, training coordination, and documentation
• Maintain organized systems and office operations

Financial Support

• Support invoicing, payment collection, and job closeout accuracy
• Assist with basic reporting and cost awareness

Communication & Coordination

• Serve as a central point of communication between office, field, and leadership
• Support scheduling, meetings, and operational planning
• Organize and optimize Google Suite (email, drive, calendar, etc.)

Core Competencies

• Leadership & accountability
• Critical thinking and problem solving
• Organization and time management
• Clear, professional communication
• Customer service focus
• Systems, tech and operational thinking

• 5+ years in office management, dispatch, or operations
• Strong customer service and communication skills
• Proficiency with office software and scheduling systems
• Ability to manage multiple priorities in a fast-paced environment

• Experience in home services or construction
• Leadership or supervisory experience
• Basic bookkeeping knowledge
• Experience improving systems or workflows
• Bilingual (a plus)