Lead operation/Estimator

About the role

We're a growing paint and maintenance company serving property managers, investors, and asset owners across the Charlotte metro. We're looking for a Lead Operations/Estimator to become the central hub of daily operations — this is a remote job with hybrid admin work as well as field work. This is not an entry-level admin role. You'll be trained to run point on the same responsibilities currently handled by ownership. Over time, this role has real growth potential into a senior operations leadership position. This position will start as contract to permit.

Core Responsibilities

• Work Order Intake & Scheduling: Monitor company inboxes and property manager portals (AppFolio, Meld) for incoming work orders; enter work orders into Housecall Pro with complete details: issue type, address, tenant info, instructions, photos, deadlines; call tenants to schedule access windows; confirm scheduling with subcontractors and coordinate return visits/callbacks
• Estimating & Pricing: Learn and apply the company's pricing model to generate accurate client-facing estimates from contractor bids; review subcontractor quotes for completeness and reasonableness before submitting estimates to property managers; flag any job that requires ownership approval (scope changes, jobs exceeding maintenance limits, unhappy client situations); ensure every estimate line item includes a specific location and clear scope (e.g., "Master Bathroom — Recaulk Tub") so techs and inspectors know exactly what's expected
• Property Manager & Client Relationship Management: Serve as a primary point of contact for our property manager clients — status updates, scheduling, and day-to-day communication; build trust and rapport with PM contacts to support long-term account retention and growth; escalate cost changes, client concerns, or unusual situations to ownership promptly
• Vendor Dispatch & Coordination: Dispatch work orders to subcontractors via WhatsApp using company templates; track responses, confirm acceptance, and follow up if no response within 10–15 minutes; monitor job progress, ETA updates, and completion confirmations; communicate with our Spanish-speaking field team as needed
• Tenant & Client Communication: Answer inbound calls from tenants and property managers; return missed calls promptly; provide status updates, ETA windows, and job confirmations; maintain professional, courteous, concise communication at all times
• Job Documentation & Quality Control: Ensure vendors submit before/after photos and complete job descriptions; upload documentation to Housecall Pro; follow up immediately on incomplete or missing information; support quality check sign-off process before jobs are marked complete
• Light Handyman Support (as needed): During high-volume periods, be available to personally handle small handyman tasks (minor repairs, touch-up paint, basic fixture work) to keep jobs moving when subcontractor capacity is tight — this is a backup function, not a primary responsibility
• Admin & Operations Support: Maintain SOP checklists; perform basic invoice accuracy checks (not full bookkeeping); maintain internal task lists, follow-ups, and reminders; work closely with ownership to identify and streamline workflow gaps

Requirements

• Strong English communication, written and verbal
• Bilingual (English/Spanish) strongly preferred — supports direct communication with our Spanish-speaking field technicians
• Experience with Housecall Pro or similar platforms (ServiceTitan, Jobber, Workiz)
• Experience in property management, maintenance coordination, or construction scheduling strongly preferred
• Comfort reviewing contractor estimates and understanding basic pricing/margin concepts (training provided on our specific model)
• Strong phone presence — friendly, organized, calm under pressure
• Ability to multitask across calls, messages, email, and multiple software platforms
• Fast, accurate data entry
• Reliable, punctual, and consistent — this role is the backbone of daily operations
• General maintenance knowledge
• Problem solving skills
• Ok with 3 days in office
• Proactive
• Computer literate
• Handy
• Attention to detail
• Motivated to learn and grow
• Has vehicle
• Committed to growth
• Ok with background check
• Basic handyman skills a plus

Qualifications

• Minimum Education: High School/GED
• Preferred Education: Associates

Systems You'll Use

Training provided on: Housecall Pro (HCP), Meld (property manager communication), AppFolio (work order intake), WhatsApp Business, Google Workspace, smartphone, and internal SOPs, pricing guides, and scripts.

Performance Expectations

• Fast response times — no waiting long for updates
• Accurate job entry with zero missing details
• Strong, proactive follow-up with tenants, vendors, and property managers
• Keeps jobs moving without ownership intervention
• Clear, consistent documentation
• Builds toward independently owning estimates and PM relationships within the first few months

Pay

$45,000-$60,000