Role Overview
The Hybrid Front-Office Assistant manages incoming customer communications, triages and escalates issues, supports field operations, assists with procurement, and provides light marketing and social media coordination.
This role is ideal for someone who is highly organized, emotionally intelligent, process-oriented, and confident communicating with discerning, high-end clients.
Key Responsibilities
Customer Service & Front-Office Support
Respond to inbound calls, emails, and messages with professionalism, empathy, and clarity
Act as the primary point of contact for customers, vendors, and partners
Handle customer concerns calmly, gathering details before escalating as needed
Set clear expectations without overpromising
Accurately document all customer interactions in internal systems
Maintain a consistent, premium brand voice across all communication channels
Issue Triage & Escalation
Route issues to the appropriate Project Manager or Operations Lead
Follow defined SOPs and escalation thresholds
Track open issues through resolution to ensure nothing is missed
Provide regular summaries of escalated items to leadership
Operations & Procurement Support
Assist with ordering materials, equipment, and supplies
Coordinate with vendors on pricing, availability, and delivery timelines
Track purchase orders, confirmations, and invoices
Support Project Managers with scheduling, documentation, and administrative tasks
Maintain organized records of procurement and communications
Marketing & Social Media Support (Secondary)
Schedule and post approved content on social media platforms
Respond to basic inquiries or route them appropriately
Organize photos, videos, and project highlights for marketing use
Help ensure consistent branding and messaging
Support review and reputation management efforts as directed
Required Skills & Qualifications
Excellent written and verbal English communication skills
Calm, confident, and professional phone presence
Strong customer service background (construction, real estate, hospitality, or service industries preferred)
Sound judgment when handling escalations or sensitive situations
Highly organized with strong attention to detail
Comfortable following SOPs, scripts, and checklists
Ability to multitask and prioritize in a fast-paced environment
Experience with CRMs, project management, or ticketing systems
Proficiency with Google Workspace
Preferred / Bonus Skills
Experience supporting construction, trades, or home services businesses
Procurement or vendor coordination experience
Familiarity with JobTread, HubSpot, or similar platforms
Social media coordination experience (Instagram, Facebook, LinkedIn)
Canva or basic design tool experience
Comfort using AI tools for drafting communications or summaries (with approval)
What Success Looks Like
Customers feel heard, respected, and confident in the process
Project Managers receive clear, actionable information
Escalations are handled efficiently and professionally
Procurement tasks are accurate and on time
Leadership has visibility into customer sentiment and operational challenges
The brand is consistently represented with care and professionalism
Personal Attributes We Value
Strong sense of ownership and accountability
Emotionally intelligent and composed under pressure
Proactive and clear communicator
Coachable and open to feedback
Discreet and trustworthy with sensitive information
Aligned with a premium, customer-first mindset
Why This Role Matters
This is more than an assistant roleyou are the connection between customers, field teams, and leadership, and a key contributor to the trust clients place in us during one of the most important investments in their home.
H
Hot Jobs Staffing & Recruiting, a TTP, Inc. Company