Office & CSR Manager

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

• 100% paid dental insurance

Join Our Winning Team as an Office Manager at Trust 1 – Where Organization, Leadership, and Teamwork Come Together!

At Trust 1 Heating, Cooling & Plumbing, we know that strong operations start with strong leadership behind the scenes. We’re looking for a highly organized, proactive Office & CSR Manager who thrives in a fast-paced, customer-focused environment and knows how to keep people, processes, systems, and financial operations running smoothly.

As our Office & CSR Manager, you’ll be the central hub of our daily operations. You’ll lead and support our CSR and Lead Specialist teams, oversee office and facility management, manage payroll and accounts receivable, handle customer escalations, and ensure our internal systems and processes are efficient and effective.

This is a hands-on leadership role where your impact will be felt across the entire organization. If you enjoy leading a team, solving problems, working with customers, managing financial processes, and making a real impact every day, this is the role for you.

Full Benefits Package

• Health insurance (Blue Cross Blue Shield)
• 100% paid dental insurance
• 100% paid vision insurance
• 100% paid life insurance
• 401(k) with 4% company match
• 120 hours of PTO from day one

Perks & Culture

• Tons of training
• Paid birthday off
• Monthly recognition & rewards
• Anniversary & milestone gifts
• Supportive leadership that genuinely has your back
• Non-corporate environment - no red tape, no politics, just a tight-knit team focused on winning
• ServiceTitan software - built for the best in the trades

Compensation: $60,000 - $80,000

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
• Experience in HVAC, plumbing, or home services industry
• 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
• What Success Looks Like
• In this role, success means the office runs smoothly, the CSR team is supported and accountable, payroll is accurate and timely, accounts receivable stays organized and current, customers receive excellent service, and leadership has confidence that the administrative and financial side of the business is being handled proactively and accurately.

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