Office & CSR Leader: Smooth Ops, Payroll & Service

Trust 1 Heating, Cooling & Plumbing; Randolph (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

PTO 120 hours from day one

Training opportunities

Birthday off

Recognition programs

Non-corporate culture

ServiceTitan platform

Job summary

Trust 1 Heating, Cooling & Plumbing in Randolph, MA seeks an Office & CSR Manager to lead daily operations, support the CSR and Lead Specialist teams, and ensure payroll and accounts receivable run smoothly.

This hands-on leadership role requires strong organizational skills, problem solving, and excellent communication to maintain efficient systems and a customer-focused environment.

Qualifications

• 3+ years of experience in office management, operations, accounting administration, or a similar role.
• Experience supervising or leading customer service employees.
• Experience with payroll processing and payroll administration.
• Experience with accounts receivable, invoicing, collections, or billing.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Experience handling customer service issues and escalations.
• Comfortable working with CRM systems, scheduling platforms, accounting/payroll systems, and office technology.
• Nice to have: HVAC, plumbing, or home services industry experience.
• Experience using ServiceTitan.
• Experience with payroll software or third-party payroll providers.
• Familiarity with Mass Save rebate programs and processes.
• Experience managing accounts receivable in a service-based business.
• Success looks like: smooth office operations, supported CSR team, accurate payroll, and current AR.

Responsibilities

• Office & Team Leadership
• Lead and inspire the office team to ensure seamless daily operations and a positive work environment
• Oversee customer service representatives, providing guidance, coaching, and support to enhance customer satisfaction and team performance
• Hold team members accountable to established processes, performance expectations, and company standards
• Payroll & Financial Administration
• Manage the company's payroll process accurately and on schedule, ensuring employees are paid correctly and on time
• Oversee daily accounts receivable activities, including customer account balances, payments, deposits, and outstanding invoices
• Customer Service & Operations
• Handle customer escalations with empathy and professionalism, ensuring timely and effective resolution
• Support the CSR team in delivering an exceptional customer experience
• Monitor customer service processes and identify opportunities for improvement
• Work closely with leadership and other departments to ensure smooth coordination between office, field, customer service, and financial operations

Skills

Office management

Operations

Accounting administration

Payroll processing

Accounts receivable

Customer service

CRM systems

Office technology

Tools

ServiceTitan

Job description

Trust 1 Heating, Cooling & Plumbing in Randolph, MA seeks an Office & CSR Manager to lead daily operations, support the CSR and Lead Specialist teams, and ensure payroll and accounts receivable run smoothly.

This hands-on leadership role requires strong organizational skills, problem solving, and excellent communication to maintain efficient systems and a customer-focused environment.