HVAC Office Manager (Operations/Dispatch/CSR)

HVAC Office Manager – Operations, Dispatch & Customer Service Company: The Service Pros Location: St. Petersburg, FL 33705 Employment Type: Full-Time | On-Site Compensation: $17-20 per hour, commensurate with experience Reports To: Chief Executive Officer (CEO) About The Service Pros The Service Pros is a growing HVAC and home-services company serving the Tampa Bay area. We are committed to delivering reliable service, building lasting customer relationships, and maintaining high standards of professionalism and operational excellence. As we continue to expand, we are strengthening our internal systems, standardizing procedures, and building a team of professionals who share our commitment to accountability, teamwork, and continuous improvement. We are seeking an experienced and motivated HVAC Office Manager to support daily business operations, coordinate field service activities, oversee customer communications, and contribute to the development of efficient, scalable operational processes. This position offers the opportunity to work directly with executive leadership, influence how the business operates, and assume increasing responsibilities as the company grows. Position Summary The HVAC Office Manager will be responsible for coordinating the company's day-to-day office and field operations, ensuring effective communication between customers, technicians, vendors, and management. The successful candidate will combine hands-on HVAC industry experience with strong organizational, customer-service, and problem-solving skills. In addition to managing daily activities, this individual will actively participate in developing, implementing, and improving standard operating procedures (SOPs), workflows, and internal systems. We are seeking a professional who demonstrates initiative, accepts accountability for results, and is motivated to contribute to the company's long-term success. Key Responsibilities1. Office & Operations Management Coordinate daily office operations to ensure efficient workflow and timely completion of administrative tasks. Serve as a primary point of contact between office personnel, field technicians, customers, vendors, and management. Monitor ongoing jobs, operational priorities, and outstanding issues. Support management in implementing operational objectives and performance standards. Identify inefficiencies and recommend solutions to improve productivity and service quality. Maintain accurate operational records and support administrative reporting. 2. Dispatching & Field Service Coordination Manage daily technician schedules and coordinate service appointments. Assign technicians based on job requirements, qualifications, geographic location, and availability. Monitor technician progress and proactively address scheduling conflicts or delays. Coordinate emergency service requests, cancellations, rescheduling, and return visits. Communicate appointment confirmations, updates, and estimated arrival times to customers. Coordinate equipment, materials, and vendor requirements to support timely job completion. Ensure outstanding jobs and follow-up activities are properly tracked and resolved. 3. Customer Service & Relationship Management Handle incoming customer calls, inquiries, and service requests professionally. Schedule service appointments and assist customers with HVAC and related home-service needs. Maintain timely and professional communication throughout the service process. Address routine customer concerns and escalate complex matters when appropriate. Follow up on estimates, appointments, and outstanding service requests. Support customer retention initiatives, maintenance agreements, and customer satisfaction efforts. Maintain accurate customer information and communication records. 4. CRM & Field Service Software Management Maintain accurate customer records, job information, schedules, and service documentation. Utilize Jobber and/or ServiceTitan to coordinate scheduling, dispatchin…

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