Seasoned Plumbing & HVAC Office Manager – Lead Customer Service, Dispatch, and Operations Excellence for a Premium Residential Service Provider at brighthush

About brighthush

brighthush is a forward‑thinking, people‑first agency that partners with home‑service businesses to unlock their full potential. We specialize in designing, building, and staffing high‑performance operations that let owners focus on growth instead of day‑to‑day firefighting. Our mission is simple: empower every employee and client to leave the relationship better than they arrived. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a culture of collaboration, continuous learning, and measurable impact.

Why brighthush is the Place for You

• Impactful work – Shape the success of a family‑owned plumbing, heating, and cooling company that has served Connecticut and New York homeowners for over 40 years.
• People‑first environment – Remote, flexible, and supportive – we value your career growth as much as your daily contributions.
• Competitive benefits – Comprehensive health coverage, paid time off, transparent bonus structure, and clear career pathways.
• Culture of excellence – Partnership, service, and teamwork are at the core of everything we do.

About the Client

The client is a premium, professional residential service provider that offers flat‑rate pricing, customer financing, a paid maintenance membership, and 24/7 emergency service. Their customers expect polish and precision, and the owner expects the same from the office. This role is for someone who wants to own the office, not just support it.

Key Responsibilities

1. Front‑Line Customer Interaction

• Phone Management – Serve as the first voice customers hear. Answer and book calls for service, emergencies (no heat, active leaks, no hot water), and estimates with calm professionalism.
• Follow‑Up Calls – Conduct post‑job satisfaction calls, follow up on open estimates per SOP, and promote maintenance membership renewals.
• Customer Advocacy – Act as the customer’s advocate within the organization, ensuring their concerns are heard and resolved swiftly.

2. Scheduling & Dispatch

• Build and manage technicians’ daily schedules, re‑route for emergencies, and keep customers updated on arrival times.
• Ensure the owner is never required to step in for scheduling decisions.
• Optimize route planning to reduce travel time and fuel costs while maximizing technician productivity.

3. Job Tracking & Reporting

• Track every job from booking through completion and invoicing.
• Flag jobs that are stuck, on hold, or at risk of slipping.
• Send the owner a weekly report covering calls, booking rate, job completion, backlog, AR aging, and memberships.
• Maintain a real‑time dashboard that stakeholders can access for instant insights.

4. Financial Management

• Invoice, collect payments, keep receivables current, and assist customers with financing applications.
• Maintain AR within target and ensure nothing ages without action.
• Collaborate with the finance team to reconcile daily cash flow and prepare monthly financial summaries.

5. Compliance & Administration

• Handle permits, certificates of insurance (COIs), licenses, and technician paperwork accurately and on time.
• Prepare accurate payroll every pay period.
• Ensure all regulatory requirements are met, including OSHA, state licensing, and local permitting.

6. Systems & Team Leadership

• Maintain clean and accurate field service software (brighthush, brighthush, or similar).
• Support hiring, onboarding, and management of any office staff added as the company grows.
• Lead continuous improvement initiatives to streamline processes and reduce administrative overhead.

Performance Metrics

• 95%+ of calls answered.
• Every new lead contacted within 5 minutes.
• 75%+ of qualified leads booked.
• Every open estimate followed up on time, per SOP.
• Membership sign‑ups and renewals on target.
• AR kept within target, with nothing aging without action.
• Weekly list of stuck or on‑hold jobs sent with zero surprises.
• Payroll, permits, and paperwork done right and on time, every time.

Essential Qualifications

• 2+ years of experience in office management, dispatch, customer service, or operations coordination, ideally in plumbing, HVAC, or other home services.
• Hands‑on experience with brighthush, brighthush, or a similar platform.
• Excellent spoken English and a confident, warm phone presence.
• High drive and meticulous attention to detail – you follow through without being chased.
• Ability to juggle phones, schedules, and follow‑ups simultaneously without dropping anything.
• Availability to work US Eastern business hours.

Preferred (Nice to Have)

• Direct plumbing or HVAC experience, especially with emergency dispatch or maintenance memberships.
• Experience with payroll, AR, or basic job costing.
• Experience managing a small remote team.

Skills & Competencies

• Strong communication and interpersonal skills.
• Proficiency in CRM and scheduling software.
• Analytical mindset for reporting and process improvement.
• Adaptability to changing priorities and emergency situations.
• Leadership and mentorship for growing office staff.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As you master the office manager role, you’ll have the chance to:

• Lead larger teams and oversee multiple service regions.
• Transition into operations strategy, process engineering, or business development.
• Participate in leadership development programs and cross‑functional projects.
• Earn certifications in project management, HVAC, or plumbing operations.

Work Environment & Company Culture

brighthush champions a remote, flexible work environment that respects work/life balance. Our culture is built on:

• Collaboration – Regular virtual huddles, knowledge sharing, and open communication channels.
• Transparency – Clear performance metrics, open feedback loops, and data‑driven decision making.
• Recognition – Celebrating wins, both big and small, through shout‑outs, spot bonuses, and team events.
• Continuous Learning – Access to online courses, industry webinars, and mentorship programs.

Compensation & Benefits

While the exact figures may vary based on experience, brighthush offers a competitive package that includes:

• Base salary up to $1,600 per month.
• Guaranteed annual bonus equivalent to a percentage of revenue growth.
• Health, dental, and vision insurance for you and your dependents.
• Paid time off, including vacation, sick leave, and personal days.
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Flexible work schedule and remote work options.
• Employee wellness program and mental health resources.

How to Apply

If you’re ready to take the reins of a high‑performing office, drive customer satisfaction to new heights, and grow your career in a supportive, growth‑oriented environment, we want to hear from you. Click the link below to submit your application and join the brighthush team.

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