Office Administrator

About the role

The Office Administrator will manage the customer experience from the first phone call through job completion and payment. They will coordinate technician schedules, maintain accurate job records, oversee purchase orders and job costs, monitor accounts receivable, and help ensure completed work is properly documented, billed, profitable, and collected.

Responsibilities

• Answer incoming phone calls, emails, and online service requests promptly and professionally.
• Serve as the primary point of contact for new and existing customers.
• Gather complete and accurate information about customer needs and service concerns.
• Schedule service, maintenance, estimate, and installation appointments.
• Clearly explain appointment expectations, arrival windows, and applicable service fees.
• Keep customers informed regarding technician arrival times, delays, and schedule changes.
• Follow up on completed appointments, estimates, and unresolved concerns.
• Handle difficult customer conversations calmly, professionally, and with empathy.
• Help convert incoming calls and inquiries into scheduled appointments.
• Build trust with customers and contribute to long-term customer relationships.
• Deliver a customer experience that reflects positively on AdvantaServ from beginning to end.
• Manage the daily dispatch board and technician schedules within ServiceTitan.
• Schedule and dispatch technicians based on trade, skill level, location, urgency, workload, and availability.
• Maintain clear communication with technicians regarding job details and schedule changes.
• Adjust schedules when emergencies, cancellations, delays, or additional work arise.
• Promptly communicate schedule changes to affected customers.
• Help reduce technician downtime, unnecessary travel, and scheduling gaps.
• Support efficient routing and productive use of technician time.
• Ensure technicians have the information needed before arriving at each job.
• Confirm jobs are properly completed and required documentation has been entered.
• Escalate scheduling, customer, or field concerns to management when appropriate.
• Manage the operational aspects of ServiceTitan, including maintaining accurate customer, property, equipment, membership, and job records.
• Create and manage appointments, jobs, estimates, invoices, and follow-up tasks.
• Maintain technician schedules and the dispatch board.
• Review job records for missing, inaccurate, or incomplete information.
• Monitor outstanding estimates and ensure appropriate follow-up.
• Help manage memberships and recurring service appointments.
• Maintain reports, dashboards, tags, alerts, and workflows.
• Identify opportunities to improve data quality and operational efficiency.
• Document ServiceTitan processes and office procedures.
• Aid in training future office employees.
• Work with management to ensure ServiceTitan supports customer service, dispatching, profitability, and operational goals.
• Provide meaningful operational and financial oversight at the job level.
• Create, manage, and track purchase orders for service and installation jobs.
• Ensure materials, equipment, subcontractors, permits, and other costs are assigned to the correct job.
• Match purchase orders and job costs with supporting documentation.
• Review jobs for missing costs, incomplete billing, or unbilled work.
• Confirm approved work, labor, materials, and additional services are accurately reflected on customer invoices.
• Review invoices for completeness and accuracy before they are finalized.
• Monitor job costing and identify jobs that appear incomplete or below expected profitability.
• Review job financial summaries and alert management to potential margin concerns.
• Help ensure completed jobs are closed, invoiced, and financially reviewed promptly.
• Verify that discounts, credits, adjustments, and write-offs are properly authorized and documented.
• Support management with reports related to revenue, open jobs, outstanding estimates, job costs, and profitability.
• Maintain financial accountability from the time a job is scheduled through final payment.
• Monitor outstanding customer balances and accounts receivable aging.
• Send invoices, statements, payment reminders, and supporting documentation.
• Contact customers regarding overdue balances in a courteous, professional, and persistent manner.
• Accept and accurately record customer payments.
• Document collection attempts, customer communication, and promised payment dates.
• Follow up consistently on payment commitments.
• Resolve billing discrepancies that delay payment.
• Escalate seriously delinquent accounts or disputed balances to management.
• Cookordination payment arrangements and collection efforts with management.
• Help reduce aged receivables while protecting customer relationships.
• Keep the office organized and operating efficiently.
• Maintain accurate digital records, forms, customer documentation, and internal files.
• Coordinate with suppliers, vendors, technicians, customers, and management.
• Order office supplies and maintain appropriate inventory.
• Receive and distribute mail, deliveries, and office communications.
• Support management with reports, projects, and administrative assignments.
• Document and improve office policies, workflows, and procedures.
• Maintain confidentiality when working with customer, employee, and financial information.
• Aid other team members as company needs change.

Qualifications

• Previous experience in office administration, customer service, dispatching, scheduling, collections, or a similar role.
• Strong verbal and written communication skills.
• Professional and confident phone presence.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable discussing invoices and overdue balances with customers.
• Broad computer skills and the ability to learn new software quickly.
• Dependable, self-motivated, and accountable.
• Able to work independently while remaining part of a team.
• Able to handle confidential information appropriately.

Preferred Qualifications

• Previous experience in an HVAC, plumbing, electrical, construction, or other field-service environment.
• ServiceTitan experience.
• Dispatching or scheduling experience involving technicians or field employees.
• Experience with purchase orders, job costing, accounts receivable, or collections.
• Familiarity with Google Workspace.
• Bilingual English and Spanish skills are a plus.

What Success Looks Like

• Provide customers with a friendly, professional, and dependable experience.
• Keep technicians informed, organized, and productive.
• Maintain an accurate and efficient dispatch board.
• Keep ServiceTitan records complete, consistent, and current.
• Follow through without requiring repeated reminders.
• Catch missing information, job costs, billing errors, and collection issues before they become larger problems.
• Help ensure completed work is invoiced, profitable, and collected.
• Communicate problems promptly rather than allowing them to grow.
• Remain calm and solution-focused when schedules and priorities change.
• Improve systems instead of simply working around recurring problems.
• Take ownership of results and help the entire team succeed.

Benefits

AdvantaServ offers competitive hourly wage or salary based on experience, paid time off and paid holidays, training, professional development, and cross-training opportunities, growing company with opportunities for advancement, and the opportunity to help shape office systems and future positions.