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Purity Air
HVAC Office Manager / Dispatcher
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Job Description
We are seeking a dependable, organized, and customer-focused HVAC Office Manager to manage the day-to-day administrative operations of our growing HVAC company. The Office Manager serves as the primary connection between our customers, field technicians, vendors, and management. This position is responsible for answering incoming calls, scheduling and dispatching technicians, maintaining an organized CRM and service schedule, reviewing completed work orders and invoices, following up on accounts receivable, and handling general administrative documentation. This is a hands-on office position ideal for someone who is comfortable managing multiple responsibilities throughout the day and taking ownership of keeping the office organized and work moving from the initial customer call through scheduling, completion, invoicing, and payment. Primary Responsibilities Answer incoming customer phone calls, emails, and service requests during business hours. Provide professional and responsive customer service. Book service calls, preventative maintenance visits, repairs, and installations. Maintain an organized daily and future technician schedule. Dispatch technicians and communicate schedule changes throughout the day. Monitor active jobs and assist technicians with office-related needs. Maintain accurate customer, job, and service information within the company CRM. Create, update, schedule, and close work orders. Review completed technician work orders for accuracy and completeness. Verify labor, job information, billing details, and supporting documentation before invoices are sent. Generate and send customer invoices promptly. Process customer payments and maintain accurate billing records. Monitor accounts receivable and follow up with customers regarding past-due invoices. Assist with estimate preparation and follow-up based on technician recommendations. Schedule approved estimates and repair work. Coordinate installation scheduling, permits, inspections, cranes, and related administrative requirements. Schedule and track preventative maintenance agreements and recurring visits. Maintain employee records, certifications, vacation schedules, and basic HR documentation. Maintain organized digital records, calendars, customer files, and company documentation. Prepare basic reports for management regarding scheduling, open jobs, estimates, accounts receivable, maintenance agreements, and other office activity. Qualifications Previous office administration, office management, dispatch, customer service, or similar experience preferred. HVAC, plumbing, electrical, construction, or other home/commercial service industry experience is a plus. Experience working with a CRM (Service Titan), scheduling, dispatch, or field-service management system strongly preferred. Proficiency with Microsoft Office, Google Workspace, or equivalent business software . Strong computer skills and ability to learn new software quickly. Excellent phone communication and customer service skills. Strong organizational and time-management skills. Ability to manage multiple priorities and interruptions throughout the workday. Strong attention to detail, particularly when reviewing invoices, work orders, schedules, and customer information. Professional written communication skills. Comfortable communicating with customers regarding invoices and past-due balances. Dependable and punctual, with the ability to maintain consistent Monday-Friday office coverage. Ability to work independently, identify what needs attention, and follow tasks through to completion. What Success Looks Like The successful Office Manager keeps the office organized and ensures nothing falls through the cracks. Customer calls are answered professionally, technicians know where they need to be, schedules remain organized, completed work is invoiced quickly, outstanding balances are followed up on, paperwork is processed on time, and customer and job records remain accurate. The goal of this position is to provide the administrative structure that allows our technicians and operations management to remain focused on field operations while ensuring customers receive a professional and responsive experience from the first phone call through final payment.