A fast-growing residential heating and cooling company in Northwest Indiana is looking for a dependable, organized, and motivated Office/CSR Manager.
This is a hands-on position responsible for customer communication, scheduling, dispatch coordination, customer follow-up, and keeping daily office operations organized.
The right person works with urgency, takes ownership, follows responsibilities through to completion, and stays calm when schedules and priorities change.
WHAT WE ARE LOOKING FOR
We are looking for someone with strong office-based customer service and phone experience, excellent organization, and strong follow-through.
You should be comfortable with:
- Phone communication (volume based on time of year/weather)
- Scheduling & Customer follow-up
- Detailed notes & Task tracking
- CRM & Scheduling software
- Google Suite & Microsoft Office (Excel, Word, Ext...)
You should be comfortable managing multiple priorities, keeping accurate notes, and staying organized throughout the day.
Bookkeeping, payroll, and company marketing are handled separately and are not responsibilities of this position.
CUSTOMER SERVICE
- Answer incoming calls, texts, voicemails, and emails promptly and professionally.
- Schedule service calls, tune-ups, estimates, maintenance visits, and installations.
- Clearly explain appointment windows, service fees, memberships, available specials, and next steps.
- Handle customer questions and concerns calmly and professionally.
- Follow up after completed jobs to confirm satisfaction and request reviews from happy customers.
- Make sure customer requests and open concerns are properly handled.
SCHEDULING AND DISPATCH
- Manage the daily schedule using field-service management software.
- Keep the dispatch board accurate, organized, and productive throughout the day.
- Communicate with technicians, installers, customers, and ownership as the schedule changes.
- Watch for emergencies, callbacks, cancellations, open time, delays, and priority changes.
- Match the appropriate technician with each job based on location, availability, and job type.
- Make sure jobs have accurate customer information, addresses, notes, and appointment details.
- Review upcoming schedules and identify problems before they affect the day.
CUSTOMER FOLLOW-UP
- Follow up on unsold estimates, recommended repairs, replacement opportunities, and unfinished scheduling needs.
- Contact past customers, previous inquiries, and company-provided leads regarding relevant seasonal tune-up specials and service opportunities.
- Contact customers who are due for maintenance or have not scheduled recommended work.
- Help customers choose an appointment time and take the next appropriate step.
- Explain maintenance membership benefits and assist with scheduling, enrollment, and renewals.
- Track follow-up activity so customers and opportunities are not forgotten.
The goal is to build customer relationships, provide helpful service options, and consistently follow up with interested customers.
OFFICE OPERATIONS
- Review completed jobs for notes, photos, invoices, payments, recommendations, and required follow-up.
- Identify missing information and work with the appropriate team member to have it corrected.
- Keep customer records, job information, office checklists, and open-task lists organized.
- Monitor incomplete or unpaid invoices and complete routine customer follow-up when assigned.
- Coordinate permits, parts, materials, warranties, or office supplies when needed.
- Track maintenance membership visits and seasonal scheduling.
- Make sure estimates, callbacks, customer concerns, and assigned tasks do not fall through the cracks.
- Provide ownership with clear updates regarding scheduling issues, customer concerns, and high-priority items.
TEAM COORDINATION
- Maintain clear communication between the office, field team, installers, and ownership.
- Coordinate with other office team members who assist with phone coverage and selected administrative responsibilities.
- Clearly coordinate shared responsibilities so work is not missed or duplicated.
- Professionally follow up with team members when job notes, information, or assigned tasks are incomplete.
- Identify recurring office or scheduling problems and bring practical solutions to ownership.
TRAINING AND SUPPORT
Training and support include:
- Step-by-step standard operating procedures
- Written office guides and checklists
- Training videos
- Call scripts and customer-service guidelines
- CRM training
- Scheduling and dispatch procedures
- HVAC terminology and basic service-operation training
- Direct training and ongoing support from ownership and the existing office team
WHAT WE ARE LOOKING FOR
- Strong phone and customer-service skills
- Excellent organization and follow-through
- Ability to work quickly without sacrificing accuracy
- Confidence managing a busy and changing schedule
- Comfortable asking customers to schedule appropriate services
- Able to prioritize responsibilities without constant supervision
- Reliable, punctual, and accountable
- Calm and professional during stressful situations
- Comfortable coordinating responsibilities and following up on incomplete work
- Strong computer, email, text, and scheduling-software skills
- Willing to learn basic HVAC terminology and service operations
PREFERRED EXPERIENCE
- Office management, dispatching, scheduling, or lead customer-service experience
- Experience in HVAC, plumbing, electrical, construction, roofing, or another home-service trade
- Experience with ServiceTitan, Jobber, Housecall Pro, or similar field-service software
- Experience with customer follow-up, estimate follow-up, appointment setting, or membership scheduling
- Experience coordinating technicians or other field employees
WORK SCHEDULE AND LOCATION
- Full-time, year-round position
- Daytime weekday schedule
- Primarily an in-office position in Northwest Indiana
- After training and once fully established in the role, limited work-from-home flexibility may occasionally be available during slower periods based on business needs and ownership approval
BENEFITS
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time off
- Paid holidays
- Employee discount
- Referral program
- Performance-based bonus opportunities
- Training and opportunities for advancement
IDEAL CANDIDATE
The ideal candidate takes ownership of the office, keeps the schedule organized, communicates clearly, and completes responsibilities without repeated reminders.
They are comfortable working with customers, coordinating the field team, following up on service opportunities, and making sure important tasks are completed accurately and on time.
Pay: $45,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
