HVAC Office Administrator

Position Overview:

The HVAC Office Administrator serves as the operational backbone of the depot, responsible for executing and coordinating the core administrative functions that keep installation operations running efficiently. Reporting directly to the General Manager, this role manages the end-to-end scheduling of HVAC installation jobs, maintains technician schedules and workforce records, administers new hire onboarding, and ensures accurate job documentation across multiple systems. The HVAC Office Administrator communicates directly with customers, trade partners, HomeServe dispatch, technicians, field managers, and other internal stakeholders, and plays a critical role in bridging field operations with office administration within HomeServe's Energy Services New England territory. This role requires the ability to remain professional and solution-oriented when managing time-sensitive customer requests, scheduling conflicts, and technician concerns in a fast-paced operational environment.

This role has a starting hourly pay range of: $20.19/hr - $26.92

Responsibilities:

• Coordinate the scheduling of HVAC installation jobs with customers, trade partners, and HomeServe dispatch to ensure timely and accurate appointments.
• Assemble install packets, collect deposits and past-due balances, submit refund requests, and administer the Advantage Program.
• Create and maintain job records (Install/MC/FFS/Warranty), maintain the warranty tracker, submit warranty water heater claim forms, provide Certificates of Insurance (COI) when requested, and serve as back-up for issuing purchase orders.
• Maintain the technician master schedule, including attendance records, overtime reports, weekly service call logs, and shift bids (vacation/weekly/single day).
• Administer the new hire process, including badge setup and coordination of the uniform/shoe program.
• Conduct initial follow-up on policy sales, documenting outreach and outcomes and escalating unresolved or complex cases to the Sr. Office Admin for second-effort follow-up.

Essential Functions:

To perform this job successfully, the employee must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Regular and predictable attendance in the office is an essential function of this role, as tasks such as coordinating installation jobs, managing technician schedules, processing job documentation, and liaising with on-site staff require on-site presence.

Essential Job Function

% of Time on Function

Coordinate scheduling of HVAC installation jobs; assemble install packets, collect deposits, and administer Advantage Program

30%

Create and maintain job records (Install/MC/FFS/Warranty), warranty tracker, COIs, and back-up PO issuance

25%

Maintain technician master schedule, attendance records, overtime reports, and shift bids

15%

Conduct initial follow-up on policy sales; document and escalate unresolved cases

10%

Administer new hire process including badge setup and uniform/shoe program

10%

Stakeholder communication and general coordination (customers, dispatch, trade partners, field managers)

10%

Total

100%

Job Requirements:

• Associates degree or equivalent experience
• Minimum of 3-5 years of experience of administrative or customer service experience preferred
• Ability to remain professional, composed, and solution-oriented when handling time-sensitive customer demands, scheduling pressures, and technician concerns; capable of de-escalating situations and finding workable solutions under tight timelines.
• Proficient/advanced knowledge of MS Office (Excel/Word/PowerPoint)
• Strong customer service skills; calling customers and communication skills are critical
• Industry knowledge in HVAC or Natural Gas Appliances is preferred
• Strong analytical, organizational, time management and project management skills
• Excellent oral, written and interpersonal communication skills
• Ability to analyze problem situations and present appropriate solutions
• Demonstrated experience in multi-tasking and setting priorities
• Self-driven and demonstrates the ability to thrive in a fast-paced environment
• Proactive and displays initiative
• Ability to learn, adapt quickly and commitment to teamwork
• Ability to work independently
• Ad-hoc responsibilities as assigned

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employees ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

HomeServe USA is an equal opportunity employer.

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