Office Manager

Mr. Rooter PlumbingVirginia Beach, Virginia

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Job Description

Responsive recruiter

Benefits:

Dental insurance
Training & development
Vision insurance
401(k) matching
Company parties
Competitive salary
Health insurance
Paid time off

At Mr. Rooter Plumbing of Virginia Beach, we don’t just fix plumbing problems—we provide world-class customer experiences. We’re a locally owned and operated franchise committed to professionalism, reliability, and exceptional service. We are growing fast and looking for a driven Office Manager to help lead our team and operations to the next level. The Office Manager is the traffic controller of the business, who assists with whatever is needed every day to ensure all departments are operating efficiently. You will be a critical team member in assisting with the day to day operations of the business, working closely with the rest of the management team and the owners of the company to keep our schedule full, meeting department KPI's, and administrative duties. Exemplifying our code of values, you show respect and courtesy to all customers and employees.

Position Summary:

We are seeking a detail-oriented and proactive Office Manager to oversee daily administrative operations, manage AR/AP functions, supervise the Customer Service team, and ensure efficient use of our ServiceTitan platform. This position is key to maintaining financial accuracy, operational flow, and delivering excellent service to our customers and support to our technicians.

Key Responsibilities:

Administrative & Operational:

Manage day-to-day office operations, workflow, and administrative procedures.
Maintain office supply inventory and vendor coordination.
Work closely with ownership and leadership to support business goals and implement process improvements.

Customer Service Team Management:

Supervise and support the CSR team to ensure high-quality customer interactions.
Oversee scheduling, call handling, and dispatch efficiency.
Provide coaching, training, and performance feedback to CSRs.
Oversee call handling scripts, booking procedures, and performance metrics.
Monitor CSR KPIs such as booking rates, call response times, and customer satisfaction.

ServiceTitan Management:

Oversee daily use of ServiceTitan for job scheduling, dispatching, and customer communication.
Ensure accurate data entry, job costing, and technician timecard management within the platform.
Create and analyze performance dashboards and reports from ServiceTitan.
Train team members on ServiceTitan features and best practices.

Sales and Marketing:

Assist with tracking and reporting of all campaigns in relation to the call center
Outbound phone calls to existing, and new customers
Outbound calls to follow-up on pending estimates
Assist with networking events as needed
Drive revenue by seizing opportunities within our pipeline

Qualifications:

4 + years of office management experience, preferably in the home services or plumbing industry.
Experience managing CSRs or customer service teams (required).
Proficiency with ServiceTitan (REQUIRED).
Strong sales oriented mindset.
High energy and motivational.
Exceptional leadership, organizational, and communication skills.
Ability to thrive in a fast-paced, high-volume environment.

What We Offer:

Competitive salary based on experience.
Paid holidays, PTO, and performance-based bonuses.
Opportunities for advancement and leadership growth.
Supportive, family-oriented team environment where your voice matters.
Health and dental benefits

Compensation: $64,000.00 - $70,000.00 per year

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.

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