Office Administrator & Customer Service

Play a vital role in the efficient operation of our plumbing and drain cleaning services company by providing exceptional administrative support. Your responsibilities include managing incoming calls, scheduling appointments, coordinating service requests, and ensuring effective communication between clients and the drain cleaning team. Additionally this role would include managing our outreach and online presence (social media, blog writings, online reviews). The ideal candidate possesses excellent organizational and communication skills, has a customer-centric mindset, and can handle a fast-paced work environment.

Key Responsibilities:

1. Customer Interaction & Onboarding:
   1. Answer and manage incoming calls from customers.
   2. Maintain a professional and friendly demeanor in all customer interactions.
   3. .Accurately enter customer information into the database, ensuring all details are populated and up-to-date.
   4. Address client concerns or complaints with professionalism and work towards finding satisfactory solutions.
   5. Escalate issues to the appropriate personnel when necessary.
2. Appointment Coordination:
   1. Schedule appointments for drain cleaning services based on client preferences and technician availability
   2. Effectively manage the scheduling system to optimize technician routes and ensure timely service delivery.
   3. Collaborate with technicians to ensure they have all necessary details for each service appointment.
   4. Communicate with clients to confirm appointments and provide relevant information about the service process.
   5. Coordinate emergency service requests promptly and efficiently.
3. Communication Liaison, Updates to Mgmt:
   1. Communicate and escalate any relevant information or insights to ownership.
4. Bookkeeping:
   1. Coordinate proof of insurance requests from customers and insurance broker
   2. Manage and chase for accounts receivable and ensure accounts payable are up to date
   3. Prepare accounting entries for expenses
5. Prepare Inspection Reports
   1. Populate the inspection report template with customer information and utilize the notes from technicians to complete the report for review
   2. Upload of inspection videos into company YouTube
   3. Email final reports and videos to customers in a timely manner
6. Manage Online Presence
   1. Create 3-5 posts/content per week across social media platforms such as
   2. Facebook, Instagram, YouTube.
   3. 1 post per week for our website blog
   4. Responding to Google Reviews
   5. Help develop online and/or email marketing campaigns
   6. Identifying additional opportunities to market the company
7. BONUS EARNING POTENTIAL – Customer Acquisition
   1. This role has potential to earn commission based bonuses for:
      1.  Upselling products/services or
      2. Acquiring new customers via conducting the research and outreach

Qualifications:

• Experience in a dispatcher, customer service, or phone answering role.
• Strong communication and interpersonal skills.
• Problem solver and opportunity seeking mindset is required
• Proficient in using office software and scheduling systems.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience with creating content for social media, blogs, etc.
• Detail-oriented and organized.
• Experience with a CRM/scheduling software such as HouseCall Pro or Service Titan or Quickbooks is a plus

Working Conditions: This position is typically office-based, requiring extended periods of time at a computer and on the phone. We would consider allowing for hybrid (in office and work from home) after initial training period.