HVAC Office Administrator

HomeServe USA • Woburn, MA

4h • $20 - $27 • Onsite

About The Position

The HVAC Office Administrator is the operational backbone of the depot, coordinating core administrative functions that support HVAC installation operations in HomeServe’s Energy Services New England territory. Reporting directly to the General Manager, the role coordinates installation scheduling, maintains technician schedules and workforce records, administers new-hire onboarding, and ensures accurate job documentation across multiple systems. The position communicates with customers, trade partners, HomeServe dispatch, technicians, field managers, and internal stakeholders, bridging field operations and office administration. It requires professionalism and a solution-oriented approach when handling time-sensitive customer requests, scheduling conflicts, and technician concerns in a fast-paced environment.

Regular and predictable attendance in the office is an essential function because scheduling installation jobs, managing technician schedules, processing documentation, and liaising with on-site staff require on-site presence. The role may also be assigned additional functions and responsibilities by supervisors.

Requirements

• Associate's degree or equivalent experience.
• Ability to remain professional, composed, and solution-oriented when handling time-sensitive customer demands, scheduling pressures, and technician concerns; able to de-escalate situations and find workable solutions under tight timelines.
• Proficient or advanced knowledge of MS Office, including Excel, Word, and PowerPoint.
• Strong customer service, telephone, and communication skills.
• Strong analytical, organizational, time-management, and project-management skills.
• Excellent oral, written, and interpersonal communication skills.
• Ability to analyze problem situations and present appropriate solutions.
• Demonstrated ability to multitask and set priorities.
• Self-driven and able to thrive in a fast-paced environment.
• Proactive and demonstrates initiative.
• Ability to learn and adapt quickly, with a commitment to teamwork.
• Ability to work independently.
• Ability to perform additional ad-hoc responsibilities as assigned.
• Regular and predictable attendance in the office.

Nice To Haves

• Three to five years of administrative or customer service experience.
• Industry knowledge in HVAC or natural gas appliances.

Responsibilities

• Coordinate HVAC installation scheduling with customers, trade partners, and HomeServe dispatch to ensure timely and accurate appointments.
• Assemble installation packets, collect deposits and past-due balances, submit refund requests, and administer the Advantage Program.
• Create and maintain Install, MC, FFS, and warranty job records; maintain the warranty tracker; submit warranty water heater claim forms; provide Certificates of Insurance when requested; and provide backup for issuing purchase orders.
• Maintain the technician master schedule, including attendance records, overtime reports, weekly service call logs, and vacation, weekly, and single-day shift bids.
• Administer new-hire onboarding, including badge setup and coordination of the uniform and shoe program.
• Conduct initial follow-up on policy sales, document outreach and outcomes, and escalate unresolved or complex cases to the Sr. Office Admin for second-effort follow-up.
• Communicate and coordinate with customers, dispatch, trade partners, field managers, technicians, and other stakeholders.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree