Are you looking for a dynamic position with a fun, family oriented, local company? This is your chance to join a fast-paced, growing company with an excellent track record in the area, in one of our most critical roles!
Every service call we run starts with someone searching online, then a phone ringing in our office. We're looking for an Office Manager who will make sure every one of these customer reaching out to us, is treated with hospitality, booked smoothly, followed through appropriately, billed efficiently and whose leadership will inspire the team that does it.
About Us:
Mr. Rooter Plumbing of Virginia Beach is a locally owned and operated Neighborly franchise serving homeowners and businesses across Virginia Beach, Norfolk, and Chesapeake. Our owners grew up in Hampton Roads and have run this business for close to a decade. We're growing, we invest in our people, and we believe the skilled trades deserve to be run with professionalism and pride.
About the role
A year from now, the person in this seat will have elevated and grown our existing front office team. A call center our customers rave about: calls answered fast, a strong booking rate, web leads answered within minutes, and no estimate left without a follow-up that makes customers want to do business with us. You'll own the customer's experience from the first call to the final invoice, and you'll be the person our technicians, managers, and owners rely on to keep the schedule full and the office running smoothly.
What you'll do
- Lead our customer service and call center team: hiring, training, scheduling, coaching on calls, overseeing dispatching, and holding the team to clear standards
- Own the call center numbers, inbound lead rates, booking rate, response rate, speed to respond on web and online leads, cancellation rate, and report them weekly to ownership
- Own ServiceTitan at an advanced level: dispatch board, reports and dashboards, call tracking, campaigns, memberships, all workflows, and follow-up tools
- Manage a consistent follow-up process for unsold estimates, open quotes, financing, and membership renewals
- Handle escalated customer concerns with calm, ownership, and a fair resolution
- Coordinate all office related systems (Greensky, Rilla, RingCentral, and more ), phone coverage including after-hours and weekend phone coverage so no customer goes unanswered
- Manage call center and office related vendors and relationships
- Partner with our Operations Director, Service and Project Managers and Billing Coordinator to keep technicians' schedules full and jobs moving
- Implement and maintain organizational systems to ensure the smooth flow of information and tasks.
- Work in collaboration with our financial team to ensure billing, invoicing, and payroll are accurate
What we're looking for
Required:
- 4 + years in a call center, customer service, or dispatch role, with at least 2 years supervising or leading others
- 4 + years of advanced ServiceTitan experience, including running reports, creating and managing workflows, the dispatch board, content portal, marketing pro and other tools in the system
- Experience in a sales or follow-up role, such as following up on estimates, quotes, or renewals
- Comfortable being measured on numbers like booking rate and answer rate, recalls, cancellations and more
- Home services experience (plumbing, HVAC, electrical, or similar)
- Experience with Microsoft 365 suite
Preferred:
- Experience utilizing Claude or Chatgpt
- Experience building ServiceTitan campaigns, and working with Marketing Pro
- Experience overseeing payroll, billing, refunds and credit approvals
- Driven to help others succeed
- Unwavering on delivering white glove customer service
- Excellent organizational and multitasking abilities, with a keen eye for detail.
- High school diploma required
- Bachelor’s degree in business administration or a related field is preferred or ten years of equal experience.
How We Take Care Of Our Team Members:
- Competitive Salary
- Paid Vacation
- Holiday Pay
- Paid Sick
- Healthcare
- 401k program
- Team events
- Employee of the quarter/year
- Monthly contests and bonus opportunities
We work hard, but promote from within, award top performers, and have a ton of fun in the process. We are actively interviewing for very best candidate to fill this position - Don't delay - Apply today and our hiring manager will follow up!
Plumbing isn’t just about leaks, pipes, and gaskets. It’s about people. Not just the people we help by providing quality plumbing services, but also the professionals doing those services themselves. Mr. Rooter Plumbing franchisees will treat you with the same respect and integrity that they treat their own friends and family, because at the end of the day, you can’t serve customers well without a happy, motivated, and committed team. Creating a culture with an exemplary work ethic is just as important as plumbing, and it’s part of everything Mr. Rooter Plumbing does.
*All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Mr. Rooter Plumbing® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.