Service Manager Assistant

Job title: Service Manager Assistant

Type of employment: Full-time

Shift Schedule: TBD

High-level summary

• Support day-to-day plumbing service operations by coordinating customer communication, job intake, technician schedules, dispatching, invoices, collections support, vendor coordination, and parts ordering.
• This role is ideal for someone prompt, organized, curious, ambitious, and service-oriented who can keep jobs moving by communicating clearly with customers, field technicians, property managers, vendors, and the Service Manager.
• The person in this role will help ensure service requests are properly captured, scheduled, dispatched, billed, and followed through—while keeping job details, costs, timecards, invoices, and customer updates accurate and timely.

About the company:

Company core values:

• Customer-first service - focused on putting customers at ease and solving plumbing needs quickly and professionally.

• Quality workmanship - committed to doing the job right from the start.

• Responsiveness - offers prompt support and emergency assistance when customers need help.
• Professionalism and reliability - known for professional, dependable service across the Bay Area.
• Technology-forward service - invests in customer service and technology, including on-demand video support for urgent plumbing issues.

Objective of this role:

• Keep customer requests, technician schedules, invoices, collections, job costs, tools, and parts orders organized and moving forward.
• Improve communication between customers, property managers, technicians, vendors, and internal operations.
• Ensure jobs are scheduled, updated, dispatched, invoiced, and followed through in a timely manner.
• Support accurate billing and financial tracking by reviewing work orders, vendor invoices, technician timecards, and accounts receivable.
• Support a smooth service experience by staying proactive, responsive, detail-oriented, and solutions-focused.

Responsibilities:

Customer communication

• Conduct intake calls and gather complete information from customers regarding service requests, job requirements, property details, and urgency.
• Communicate with customers by phone, email, and/or CRM to answer questions, confirm appointments, and provide updates.

• Follow up on and schedule service requests received via email.

• Maintain a professional, helpful tone when handling customer concerns or service-related questions.

• Handle customer complaints professionally and work toward acceptable resolutions.

• Serve as the first point of contact for customer resolution, escalating complex issues to the Service Manager when needed.

Technician scheduling and field coordination

• Schedule jobs using Google Calendar and Jobber, ensuring job details and timelines are accurate.
• Schedule and communicate with technicians in the field regarding assignments, timing, customer information, and job requirements.
• Coordinate daily assignments, tasks, and routes for shop/service personnel after reviewing details and logistics with the Service Manager.

• Confirm job details, timing, customer information, access notes, and updates as needed.

• Help coordinate changes, delays, urgent service needs, and field updates.

• Communicate with property managers as needed to coordinate service timing, access, and job expectations.

CRM and job tracking

• Update Jobber or a similar CRM with accurate customer, job, schedule, dispatch, and follow-up information.
• Keep job notes, work order details, statuses, next steps, and relevant documentation current.
• Maintain accurate records so the Service Manager and team have clear visibility into job progress.

Invoice processing

• Review work orders for billing accuracy and ensure all relevant notes are included.

• Process invoices accurately and ensure billing details are complete.

• Verify weekly service team timecards to support accurate billing and labor hour tracking.

• Review vendor invoices and allocate associated costs to the correct job.

• Coordinate with internal team members to clarify job charges, missing information, time entries, or invoice discrepancies.

Collections support

• Monitor accounts receivable and follow up on outstanding invoices as directed.

• Track collection status and document updates clearly.

• Communicate professionally with customers regarding outstanding balances when needed.

Parts ordering and tracking

• Procure necessary materials for jobs through an established vendor network.

• Order parts and track order status, delivery timelines, and availability.

• Review, order, or arrange repairs for tools required by service technicians and new construction projects after reviewing needs with the Service Manager.
• Communicate parts, tools, and vendor updates to technicians, customers, or property managers as needed.

Quotes and proposal support

• Create quotes for plumbing services based on information gathered from job walks or Service Manager direction.
• Prepare proposals after the Service Manager completes job walks or provides required job details.

• Ensure quotes are clear, complete, and aligned with job requirements before sending.

Administrative support

• Use Google Suite tools to manage documents, spreadsheets, schedules, and internal communication.

• Assist with recurring operations/admin tasks as needed.

• Maintain organized documentation for job records, invoices, vendor communication, customer updates, and internal follow-ups.

Required skills and qualifications:

• Strong communication skills, especially with customers, property managers, vendors, and field technicians.

• Proficient English communication and easy-to-understand phone presence.

• Strong logistics and coordination ability; able to manage schedules, routes, parts, invoices, timecards, vendor communication, and follow-ups.

• Prompt, reliable, and able to complete tasks on time.

• Strong organizational and multitasking skills.

• Curious and willing to learn plumbing/service operations and internal processes.

• Ambitious and proactive; looks for ways to help and improve workflows.

• Strong customer service and conflict resolution skills.

• Strong attention to detail for accurate documentation, billing, financial tracking, work orders, and vendor invoice review.
• Comfortable using:

  • Google Suite

  • Google Calendar

  • Jobber or similar CRM/scheduling system

  • Dialpad or similar phone system

• Ability to work independently while communicating updates regularly.

Preferred skills and qualifications:

• Experience in plumbing, trades, field services, home services, construction, or service dispatch operations.

• Experience using Jobber for scheduling, CRM updates, invoicing, or job tracking.

• Prior experience with customer service, dispatch, invoicing, collections, procurement, inventory management, vendor coordination, or accounts receivable.
• Knowledge of billing processes, work order management, vendor invoice review, and cost tracking.

• Experience creating plumbing quotes or service proposals.

• Comfortable working in a fast-paced service environment with changing priorities.