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Key Responsibilities
Office Operations & Administration
• Support daily administrative operations for the business owner and internal team.
• Act as a central point of coordination between the owner, customer service team, field crews, vendors, and customers.
• Track open tasks, customer requests, internal follow-ups, and pending items.
CRM & Service Autopilot Management
• Work within Service Autopilot or similar field-service CRM platforms.
• Maintain accurate customer records, service notes, job updates, schedules, and account information.
• Ensure inbound customer requests are properly logged, categorized, and routed.
Customer Service Team Oversight
• Help train CSRs on customer communication, CRM entries, call notes, escalation procedures, and service workflows.
• Monitor quality of communication and ensure proper follow-up on customer issues.
• Provide guidance on handling complaints, service changes, new inquiries, and field-related updates.
Customer & Field Communication
• Assist with inbound customer inquiries by phone, email, or CRM notes when needed.
• Coordinate communication between customers and field teams.
• Ensure customer requests such as skipped service, schedule changes, complaints, positive reviews, and new service inquiries are handled promptly.
Vendor, Supplies & Office Coordination
• Communicate with vendors and ensure key vendor-related updates are tracked.
• Support monitoring of accounts payable items, especially recurring vendor payments or autopay items.
• Order office supplies and ensure the team has what they need to operate efficiently.
Payroll, HR & Timekeeping Support
• Support timekeeping review, onboarding/offboarding administration, and employee record updates.
• Assist with payroll preparation or review by gathering and checking relevant information.
Accounts Receivable / Payable Support
• Assist with accounts receivable and accounts payable tracking.
• Monitor vendor bills, recurring payments, and customer payment-related follow-ups.
Required Skills & Experience
• Prior experience as an Office Manager, Executive Assistant, Operations Coordinator, Admin Manager, or similar role.
• Strong experience working with CRMs, service-management platforms, or customer databases.
• Experience coordinating customer communication and internal operations.
• Ability to manage multiple tasks, follow-ups, and priorities without constant supervision.
• Strong written and verbal English communication skills.
• Comfort handling customer complaints professionally and calmly.
• Strong attention to detail when updating systems and records.
• Ability to work Eastern Time business hours.
US Shift
Salary – 35 – 40k