Work Order Management
- Own the full lifecycle of repair work orders — from creation and assignment through completion, closeout, and invoicing prep.
- Ensure every work order contains complete, accurate documentation: scope of work, technician notes, customer communications, photos, and status updates.
- Proactively monitor open work orders and flag anything that's aging, stalled, or at risk of missing a committed timeline.
- Audit completed work orders for accuracy before they move to billing — catch errors before the customer does.
- Maintain clean, consistent records across all service management platforms so nothing lives only in someone's head or inbox.
Customer Communication
- Be the primary point of contact for customers throughout the repair process — from initial request through project completion.
- Set clear expectations upfront on timelines, scope, parts lead times, and scheduling — then follow through on every commitment made.
- Proactively reach out to customers when there's a change, delay, or update rather than waiting for them to call and ask.
- Handle inbound calls, emails, and texts with professionalism, warmth, and a solution-oriented mindset — even when the conversation is difficult.
- De-escalate frustrated customers calmly and confidently, and know when to loop in a manager versus handle it yourself.
- Close the loop on every interaction — no customer should be left wondering what's happening with their pool.
Parts & Vendor Coordination
- Source parts and materials from vendors and suppliers, comparing options when needed for cost, availability, or lead time.
- Place and track parts orders, monitor delivery timelines, and follow up proactively on anything delayed or backordered.
- Communicate parts delays to customers and internal teams before it becomes an issue — not after.
- Maintain accurate receiving records and ensure parts are matched to the correct work orders upon arrival.
- Build and maintain reliable vendor relationships that make it easier to get what we need, when we need it.
Scheduling & Project Coordination
- Assist in coordinating technician schedules and repair assignments — balancing workload, geography, skill set, and customer commitments.
- Identify and surface scheduling conflicts early, and work with the operations team to resolve them before they impact the customer.
- Track repair milestones and timelines across multiple active projects, escalating delays before they compound.
- Serve as the communication bridge between field technicians, customers, vendors, and management — making sure everyone has the information they need to do their job.
- Coordinate return visits, warranty repairs, and follow-up service calls to ensure nothing gets lost after the initial job closes.
Administrative & Operational Support
- Maintain accurate, up-to-date records in company software systems — CRM, service management platforms, and any internal tools.
- Generate regular reports on open work orders, repair activity, parts status, and project timelines for management review.
- Identify process gaps or recurring breakdowns and bring improvement ideas to the team — don't just work around problems, help fix them.
- Support cross-departmental collaboration to ensure customer experience is seamless from sale through service completion.
- Assist with onboarding documentation, workflow guides, and training materials as the operations team grows.
QUALIFICATIONS
Required
- 2+ years of experience in administrative, customer service, or operations coordination roles in service based industries.
- Demonstrated ability to manage multiple priorities simultaneously without sacrificing accuracy or follow-through.
- Strong written and verbal communication skills — clear, professional, and confident across all channels.
- Proficiency with Microsoft Office, Google Workspace, and comfort learning new CRM or service management software quickly.
- Exceptional organizational skills and attention to detail — you catch the things others miss.
- Ability to stay calm, focused, and effective in a fast-paced, high-volume environment.
Preferred
- Experience in pool service, home services, construction, utilities, or a trades-based service environment.
Interview Process:
- Virtual Interview: HR Manager (20 mins)
- In-Person Interview: HR Manager + General Manager + Operations Manager + Repair Manager (45 mins)
- Working Interview (Paid): Repair Manager + Team (2-4 hours)
Hiring timeline: 1-2 weeks depending on applicant availbility.
Pay: $25.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- Walk me through how you currently manage multiple open tasks or cases at once — what's your actual system?
- Have you worked in a role where you coordinated with field technicians or tradespeople? How did you communicate with them differently than with customers or management?
- Tell me about a time something fell through the cracks on your watch. What happened and what did you do?
Work Location: In person
