Office Manager / Operations Coordinator

About The Job

We're hiring a Office Manager / Operations Coordinator to be the operational anchor of our office: the trusted voice on the phone, the person who keeps techs moving, and the team member who makes sure nothing falls through the cracks.

The Role

This is a high-trust, high-impact role. You're the first voice most clients hear when they call us, and the way you handle that call directly affects whether they stay with us for ten years or leave after one bad experience. You'll work closely with the owners, our field technicians, our remote support team, and our vendors to keep the business running smoothly day-to-day.

If you genuinely enjoy talking to people, take pride in being organized, and want to be the person everyone in the company can rely on — this role is for you.

What You'll DoCustomer Communication & Retention

• Answer incoming calls professionally, warmly, and quickly — you set the tone for the entire client relationship.
• Handle service inquiries, scheduling questions, billing questions, and general client requests with calm, clarity, and follow-through.
• Be the friendly, problem-solving voice clients trust when something goes wrong — turning issues into loyalty.
• Communicate proactively with clients about upcoming service, delays, repair updates, and weather-related changes.

Scheduling & Technician Coordination

• Manage technician schedules and route assignments in our service software (Skimmer).
• Dispatch repair, leak detection, and remodel work to the right technician based on availability and skill set.
• Communicate directly with field technicians throughout the day to relay client requests, schedule changes, and priority work.
• Keep daily routes balanced and on-time, and adjust on the fly when emergencies, weather, or callbacks come up.

Invoicing & Billing Support

• Generate, review, and send invoices through Skimmer; ensure repair and service charges are billed accurately and promptly.
• Follow up on outstanding balances with professionalism and tact.
• Coordinate with our bookkeeper (AppleTree) on financial reporting questions as needed.
• Maintain clean, accurate customer records as the source of truth in Skimmer.

Vendor & Supplier Communication

• Communicate with key vendors and suppliers (Superior Pool Products / PoolCorp, Home Depot, and others) on orders, deliveries, returns, and pricing questions.
• Coordinate parts and material needs with technicians ahead of repair and remodel jobs.
• Build and maintain strong working relationships with our vendor reps.

New Client Onboarding (Acquisitions)

• Lead the customer-facing communication when we acquire new pool service routes — a critical period that determines whether new clients stay long-term.
• Introduce yourself and the company to acquired clients, set clear expectations, and answer their questions warmly.
• Ensure smooth handoff of service schedules, payment information, and account details into our systems.
• Be the steady, reassuring presence that turns a nervous new client into a long-term loyal one.

What We're Looking For

• 3+ years of experience in customer service, dispatch, scheduling, office coordination, or a similar role — ideally in a home service trade (pool, HVAC, plumbing, electrical, landscaping, pest control, etc.).
• Excellent phone presence — warm, clear, calm under pressure, and genuinely helpful.
• Strong organization and follow-through. You don't drop balls.
• Comfortable with technology — able to learn service management software (Skimmer), email, and basic spreadsheets quickly.
• Strong written communication for client emails and texts.
• Reliable, punctual, and committed to being a steady presence in the office.

Bonus Points

• Pool industry experience or familiarity with pool service operations.
• Prior experience using Skimmer, ServiceTitan, Housecall Pro, or similar home service software.
• Experience handling vendor accounts (PoolCorp, Home Depot Pro, etc.).
• Spanish/English bilingual is a plus for communicating with field technicians and clients.
• Experience supporting a growing small business through acquisitions or rapid growth.

About Us

Miller Pool and Spa is a growing, locally owned pool service company headquartered in the Conejo Valley. We service hundreds of residential pools across Thousand Oaks, Westlake Village, Newbury Park, and surrounding communities, with a team of 10+ field technicians and specialists handling everything from weekly maintenance to leak detection and full remodels. We're known for doing the job right and treating our clients like neighbors — because most of them are.

Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)

Work Location: In person