OFFICE MANAGER / CUSTOMER EXPERIENCE COORDINATOR

Job Purpose

We’re not just looking for someone to answer phones.
We’re looking for the person who sets the tone for every customer interaction with our company.

At Thomas Plumbing, the office is the heartbeat of the business, and this role is at the center of it all. From the first phone call to the moment our technician arrives, you’re the one making sure everything runs smoothly, professionally, and with care. 

We’re a family-owned plumbing company that has built our reputation on communication, craftsmanship, and customer experience. Now we’re looking for the right person to step in, take ownership, and help us continue raising the bar.

Who This Role Is For

This is for someone who:

• Loves talking to people and making them feel taken care of
• Can handle a fast-paced day without getting flustered
• Takes ownership and follows through
• Is organized, detail-oriented, and proactive
• Thrives in a team environment that works hard but keeps things light and fun

What You’ll Be Responsible For

Customer Communication & Scheduling

• Answer all inbound phone calls, texts, work order requests and emails
• Provide top-tier customer service on every interaction
• Schedule and dispatch jobs efficiently
• Answer customer questions and guide them through next steps
• Handle reschedules and cancellations quickly and professionally

Dispatching & Operations

• Manage daily scheduling and routing to maximize efficiency
• Coordinate with technicians on job updates, changes, and timing
• Keep jobs moving from first call → scheduled → completed without breakdowns
• Work closely with our warehouse manager to track job status and parts

Customer Follow-Up

• Confirm upcoming appointments (especially those booked in advance)
• Follow up on open estimates to help customers move forward
• Ensure every customer feels taken care of, even after the job

Systems & Organization

• Maintain accurate and up-to-date customer accounts
• Use our CRM (Housecall Pro) to manage scheduling, dispatching, and communication
• Keep internal notes clear and detailed so the whole team stays aligned
• Process payments and handle customer billing needs

What Success Looks Like in This Role

Customers consistently say, “That was the easiest experience I’ve ever had”

• The schedule runs smoothly and efficiently
• Technicians have clear, accurate job information
• Nothing falls through the cracks
• You become a trusted, go-to person for both customers and the team

Why Join Thomas Plumbing?

• Family-owned company with strong values and a trusted reputation
• A team that genuinely enjoys working together: hardworking, supportive, and a little fun along the way
• Clear systems and processes already in place
• Competitive benefits package including employer-matched retirement, health insurance reimbursement, paid time off, paid holidays, and sick time
• Opportunity to grow with a company that’s actively expanding and investing in its team
• A role that truly matters; this is not a “sit back and coast” position 

Important Note

We are looking to fill this role immediately. If you’re reading this and thinking, “This sounds exactly like me,” don’t wait.

How to Apply

Submit your resume and a short note telling us why you’d be a great fit. Bonus points if you tell us what great customer service means to you.