Operations & Customer Support Specialist (EC0806-FT)

Employment Type: Full-Time
Location: Remote

A rapidly growing residential plumbing company serving homeowners throughout Central Texas.

About the Role

We are looking for a highly organized and detail-oriented Operations & Customer Support Specialist to help keep our business running efficiently behind the scenes while providing excellent service to our customers.

This role combines operational support, administrative coordination, bookkeeping, and customer service. You will be responsible for ensuring critical business processes are completed accurately, identifying opportunities to improve workflows, and supporting customers through inbound calls and appointment scheduling.

If you enjoy solving problems, improving processes, and making sure nothing falls through the cracks, this role is for you.

Key Responsibilities

Operations & Administrative Support

• Review and correct employee timesheets.
• Calculate payroll data and track performance-based pay.
• Assist with bookkeeping and financial recordkeeping.
• Monitor process compliance and maintain accurate records in ServiceTitan.
• Prepare and update operational reports, spreadsheets, and business data.
• File, track, and manage permits for service jobs.
• Review and correct invoices.
• Follow up on outstanding customer payments and assist with accounts receivable.
• Complete recurring administrative tasks and ensure they are completed accurately and on time.
• Identify opportunities to improve, streamline, or automate internal processes.

Customer Support

• Answer inbound customer calls professionally and schedule appointments using ServiceTitan.
• Contact incoming leads from Yelp and other lead sources to schedule service appointments.
• Schedule preventive maintenance visits for membership customers.
• Deliver friendly, professional customer service that reflects the company's commitment to hospitality.

Qualifications

• Excellent organizational and time management skills.
• Strong attention to detail with a high level of accuracy.
• Comfortable working independently in a remote environment.
• Strong written and verbal English communication skills.
• Excellent customer service skills.
• Ability to manage multiple priorities and meet deadlines.
• Strong problem-solving skills with a continuous improvement mindset.
• Proficiency with Microsoft Excel or Google Sheets.
• Experience with bookkeeping or accounting tasks is preferred.
• Experience using ServiceTitan or similar field service software is an advantage.