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.

1. 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.

1. 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.

1. CRM & Field Service Software Management

• Maintain accurate customer records, job information, schedules, and service documentation.
• Utilize Jobber and/or ServiceTitan to coordinate scheduling, dispatching, job tracking, and customer management.
• Monitor job progress from initial scheduling through completion and invoicing.
• Ensure technician notes, photographs, and required documentation are properly recorded.
• Identify and resolve missing information, incomplete jobs, and documentation discrepancies.
• Support the implementation and optimization of field-service management software.

1. Process Development & Continuous Improvement

• Collaborate directly with the CEO to develop, document, and implement standard operating procedures (SOPs).
• Help establish standardized workflows for dispatching, customer service, scheduling, and operational coordination.
• Evaluate existing processes and identify opportunities to improve efficiency, accountability, and service consistency.
• Participate in the implementation of new operational systems, technologies, and procedures.
• Monitor adherence to established processes and recommend corrective improvements when necessary.
• Assist with employee onboarding, operational training, and process documentation.
• Contribute to building scalable operational systems that support the company's continued growth.

Required Qualifications

Candidates must demonstrate the following qualifications:

• Previous professional experience in the HVAC industry , preferably in office administration, dispatching, customer service, or operations coordination.
• Working proficiency in Jobber and/or ServiceTitan , including scheduling, dispatching, customer management, and job tracking.
• Strong organizational skills with the ability to manage multiple responsibilities and competing priorities.
• Excellent written and verbal communication skills.
• Demonstrated ability to provide professional, customer-focused service.
• Strong attention to detail, accuracy, and administrative follow-through.
• Ability to work independently, exercise sound judgment, and resolve operational challenges.
• Proficiency with computers, digital communication tools, and office management systems.
• Consistent punctuality, dependability, and professional conduct.
• Ability to adapt to changing operational requirements and business priorities.
• Strong interpersonal skills and a collaborative, team-oriented approach.
• Willingness to accept feedback, develop new skills, and assume additional responsibilities.

Preferred Qualifications

• Previous experience in an HVAC office management or dispatch leadership position.
• Experience developing or implementing standard operating procedures.
• Familiarity with HVAC service workflows, equipment coordination, and technician scheduling.
• Experience supporting CRM implementation, software transitions, or operational improvements.
• Previous experience training or coordinating administrative and field personnel.
• Familiarity with performance tracking, operational reporting, and service-industry KPIs.

Professional Competencies & Expectations

The successful candidate will demonstrate the following professional competencies:

Accountability & Ownership Accept responsibility for assigned duties, consistently follow through on commitments, and proactively communicate challenges, delays, or operational concerns.

Initiative & Problem-Solving Anticipate operational needs, identify potential issues, and take appropriate action without requiring continuous supervision.

Reliability & Professionalism Maintain consistent attendance, punctuality, professional communication, and a high standard of work.

Adaptability & Flexibility Respond effectively to changing schedules, operational priorities, and business requirements while maintaining productivity and professionalism.

Teamwork & Collaboration Build positive working relationships, support colleagues, and contribute to a respectful, solutions-oriented work environment.

Continuous Improvement Demonstrate a willingness to learn, embrace new technologies, improve processes, and contribute ideas that strengthen operational performance.

Leadership Potential Show the initiative, judgment, and accountability necessary to assume additional responsibilities as the organization expands.

Performance Expectations

Performance will be evaluated based on clearly defined responsibilities and measurable operational objectives, including:

• Scheduling accuracy and technician dispatch efficiency.
• Timeliness of customer communication and appointment coordination.
• Accuracy and completeness of CRM records.
• Timely follow-up and resolution of outstanding jobs.
• Compliance with established operating procedures.
• Quality of customer service and internal communication.
• Effectiveness in identifying and resolving operational issues.
• Contribution to process improvements and team productivity.
• Reliability, accountability, and overall job performance.

Performance expectations will be communicated through regular management meetings, feedback, and operational reviews.

Professional Development & Career Growth

The Service Pros is committed to developing capable professionals who demonstrate strong performance, initiative, and leadership potential.

As an expanding organization, we offer employees the opportunity to participate directly in building and improving the company's operational infrastructure.

In this position, you will:

• Work directly with the CEO on operational priorities, process improvements, and business development initiatives.
• Gain exposure to multiple areas of business management, including operations, customer service, field coordination, and performance management.
• Participate in implementing new technologies, systems, and operational procedures.
• Develop leadership, decision-making, and operational management skills.
• Have opportunities to assume additional responsibilities based on demonstrated performance and organizational needs.
• Be considered for future advancement into operations management or other leadership positions as the company grows.

We are seeking a long-term team member who is motivated to contribute to the company's development and grow professionally alongside the organization.

Our Core Values

Our company culture is built around five core values:

Relationship-Oriented: Building strong, lasting relationships with customers, colleagues, and business partners.

Professionalism: Demonstrating integrity, reliability, and excellence in every interaction.

Generosity: Supporting others and contributing positively to team and customer success.

Honesty: Communicating transparently, taking responsibility, and maintaining trust.

Education: Pursuing continuous learning, professional development, and operational improvement.

Why Join The Service Pros?

At The Service Pros, you will join a growing organization where your contributions can have a direct impact on business operations and customer satisfaction.

We offer a collaborative working environment, direct access to leadership, opportunities for professional development, and the ability to participate in shaping the company's future.

This position is well suited for an experienced HVAC professional seeking to expand their operational expertise and pursue long-term career advancement.

How to Apply

Interested candidates are encouraged to submit their resume outlining their relevant HVAC industry experience, administrative or dispatching background, and proficiency with Jobber and/or ServiceTitan.

Please include a brief description of any previous experience in office management, process improvement, or operational coordination.

Job Type: Full-Time Work Location: In Person — St. Petersburg, FL 33705 Compensation: $17-20 per hour

Job Type: Full-time

Pay: $53,800.00 - $55,000.00 per year

Work Location: In person