Admin, Lead Management & Customer Support (LD)

Strategic Partner – Admin, Lead Management & Customer Support

About the Company

We are a growing home services company specializing in plumbing, HVAC, and electrical services. Our goal is to provide exceptional customer service while maintaining efficient operations and supporting our field teams. We are looking for a proactive Strategic Partner who can help streamline administrative processes, manage leads, and support daily operations.

Position Overview

We are seeking a detail-oriented and resourceful Strategic Partner to support our Office Manager and department leaders. This role will focus on lead management, outbound calling, customer follow-up, administrative support, permits and rebates, and assisting with operational tasks across multiple departments.

The ideal candidate is highly organized, customer-focused, and able to work independently with minimal supervision.

Key Responsibilities

Lead Management & Customer Follow-Up

• Manage and update leads within GoHighLevel and ServiceTitan
• Conduct outbound calls to prospects and customers
• Follow up on open leads and service inquiries
• Track lead status and ensure timely communication
• Maintain accurate customer records and notes

Administrative Support

• Assist with permits, rebates, and documentation
• Support billing follow-ups and customer account inquiries
• Coordinate administrative tasks for department managers
• Organize files, records, and operational documents
• Prepare reports and assist with data entry as needed

Customer Service

• Provide professional and friendly communication with customers
• Answer inquiries and resolve basic concerns
• Ensure excellent customer experience throughout the service process
• Communicate effectively with field teams and office staff

Operations Support

• Assist department leaders with administrative tasks while they are in the field
• Help improve workflows and operational efficiency
• Support project coordination and task management
• Take ownership of assigned projects and follow them through completion

Qualifications

• Experience with outbound calling and customer communication
• Strong administrative and organizational skills
• Experience managing leads and follow-up processes
• Ability to work independently and solve problems proactively
• Detail-oriented with strong follow-through
• Excellent verbal and written English communication skills
• Comfortable learning new systems and processes

Preferred Experience

• ServiceTitan
• GoHighLevel (GHL)
• QuickBooks
• Google Workspace
• Home services industry experience (Plumbing, HVAC, Electrical) is a plus

What Success Looks Like

• Effectively manages leads and follow-ups
• Reduces administrative workload for the Office Manager and department leaders
• Maintains organized records and efficient workflows
• Delivers excellent customer service
• Demonstrates independence, initiative, and strong problem-solving skills

Ideal Candidate

You are a self-starter who thrives in a fast-paced environment, enjoys helping customers, and can confidently take ownership of tasks with minimal direction. You are highly organized, dependable, and committed to helping the team operate more efficiently every day.