Lead Operations Coordinator

My Georgia Plumber • Canton, GA

34d • Onsite

About The Position

My Georgia Plumber is a trusted leader in residential and commercial plumbing services. We are committed to delivering exceptional workmanship, outstanding customer care, and reliable solutions for every client we serve. Our team takes pride in professionalism, integrity, and a strong work ethic, and we are looking for someone who can help lead our office operations with the same level of excellence. Position Summary My Georgia Plumber is seeking a highly organized, proactive, and accountable Lead Dispatch, Billing, and Customer Service Coordinator to join our growing team. This role is ideal for someone who can lead from the front, support technicians in the field, deliver excellent customer service, and ensure office systems run smoothly and efficiently. This position will serve as a key point of coordination between customers, technicians, and internal office operations. The right candidate will be responsible for dispatching and tracking technicians, maintaining customer accounts and portals, supporting billing processes, and helping hold the team accountable to company standards, schedules, and service expectations. This is a leadership support role for someone who thrives in a fast-paced environment, communicates clearly, stays organized under pressure, and takes ownership of results.

Requirements

• Previous experience in dispatching, customer service, billing, office coordination, or a similar operations based role
• Leadership experience or the ability to take ownership and guide workflow with confidence
• Experience in plumbing, HVAC, home services, or a related field is strongly preferred
• Strong multitasking and organizational skills in a fast paced environment
• Comfortable handling a high volume of calls, including days with 100 or more calls
• Excellent written and verbal communication skills
• Strong attention to detail and follow through
• Ability to remain calm, professional, and solution-focused under pressure
• Proficiency with Microsoft Office, including Word and Excel
• Experience with ServiceTitan is strongly preferred
• Dependable, reliable, and able to maintain a consistent, professional presence
• Reliable transportation required

Nice To Haves

• A strong communicator who can manage both customers and technicians effectively
• A natural problem solver who can think quickly and stay organized
• Someone who leads by example and takes pride in accountability
• A team player who can support growth, structure, and customer satisfaction
• A person who is confident in balancing service, administration, and operations in one role

Responsibilities

• Dispatch and Technician Coordination
• Receive, prioritize, and manage incoming service requests by phone, email, and other communication channels
• Schedule service calls efficiently based on urgency, location, technician skill set, and workload
• Dispatch technicians to jobs in a timely and organized manner
• Monitor technician progress throughout the day and adjust schedules as needed
• Maintain communication with field staff to ensure they have accurate job details, materials, and customer information
• Help hold technicians accountable for job progress, communication, arrival windows, and completion updates
• Support daily workflow management to improve efficiency, productivity, and customer satisfaction
• Customer Service and Client Management
• Serve as a professional and friendly point of contact for customers
• Provide exceptional customer service, even during high call volume and high stress situations
• Update customers regarding appointment times, technician arrivals, job status, and follow up needs
• Maintain client information accurately within customer records and client portals
• Resolve customer concerns with professionalism and urgency
• Build strong relationships with clients by providing a high level of service and communication
• Billing and Administrative Support
• Manage billing processes for completed jobs and client accounts
• Maintain and update customer portals, account records, and service information
• Review work orders for accuracy before billing
• Assist with invoicing, payment follow up, and account documentation
• Ensure accurate records are kept for service details, technician notes, billing information, and customer communication
• Support reporting, documentation, and other administrative tasks as needed
• Leadership and Accountability
• Help create structure and consistency in daily office operations
• Support team accountability by tracking job progress, communication, and service completion standards
• Work closely with leadership to identify scheduling issues, workflow gaps, and opportunities for improvement
• Assist in maintaining a high performance, team oriented culture focused on service excellence

Benefits

• Competitive pay based on experience
• Health insurance
• 401(k) with company match
• Paid holidays and paid time off
• Paid training
• Ongoing professional development and advancement opportunities
• Supportive team environment
• A growing company with room to build a long-term career

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed