Office Manager – Lead People, Drive Accountability & Elevate Office Operations at Apollo Plumbing and Rooter
Job Overview
- Company: Apollo Plumbing and Rooter
- Salary/Pay Rate: $32 to $40 per hour plus Performance Based Bonus
- Location: Everett, Washington
- Job/Employment Type: Full Time, Onsite
- Project Scope: Office Leadership, Customer Service, Lead Management & Operational Performance
- Mandatory Licenses & Certifications: None specified
The Opportunity
You will serve as the operational leader of our front-office team, overseeing daily administrative and customer service functions while driving accountability, productivity, and operational excellence. This role is designed for a hands-on people leader who knows how to set clear expectations, coach employees, monitor performance, and build processes that ensure work is completed consistently and efficiently.
You will play a direct role in improving the key metrics that drive our business, including booking rates, cancellation rates, lead follow-up, customer service, and overall office performance. The ideal candidate brings leadership experience from a home-services, trades, contractor, or related field-service environment and has a proven history of developing teams and improving measurable performance.
How You Will Make an Impact
Lead, Coach & Hold the Team Accountable
- Directly manage, coach, and develop the front-office/CSR team.
- Establish clear daily, weekly, and ongoing performance expectations.
- Monitor employee performance and ensure team members consistently complete their responsibilities.
- Provide regular coaching, feedback, and performance management when expectations are not met.
- Create a culture of accountability, ownership, professionalism, and continuous improvement.
- Recognize strong performance while addressing underperformance quickly and appropriately.
Own Office Performance & KPIs
- Monitor and manage key front-office performance metrics, including:
- Booking rate
- Cancellation rate
- Lead follow-up completion
- Customer-service performance
- Scheduling and call-handling performance
- Other relevant office KPIs
- Review performance trends and identify opportunities for improvement.
- Take corrective action when KPIs fall below expectations.
- Establish accountability around individual and team performance.
- Use data and reporting to drive decisions rather than relying solely on intuition.
Lead Management & Follow-Up
- Oversee the process for managing incoming leads and customer opportunities.
- Ensure leads are contacted, followed up with, documented, and maintained appropriately.
- Make sure no leads or customer opportunities fall through the cracks.
- Establish consistent follow-up expectations and hold team members accountable for completing them.
- Identify breakdowns in the lead-to-booking process and implement improvements to increase conversion and retention.
Front-Office & Daily Operations
- Oversee daily office and customer-service operations to ensure work is completed accurately and consistently.
- Ensure scheduling, customer communication, documentation, and administrative workflows are being handled effectively.
- Partner closely with dispatch, field technicians, and company leadership to maintain seamless communication between the office and field.
- Resolve escalated customer issues and ensure concerns are handled professionally and promptly.
- Maintain structure and organization within the office so the team can operate efficiently.
Process Improvement
- Identify gaps, inefficiencies, and recurring issues within office workflows.
- Develop and implement processes that improve consistency, accountability, customer experience, and operational performance.
- Continuously evaluate whether existing processes are working and make adjustments when necessary.
- Build systems that allow the team to execute successfully rather than personally taking over unfinished work.
Required Qualifications & Experience
- 3+ years of office, call-center, dispatch, customer-service, or operations leadership experience within a home-services, trades, contractor, or related field-service environment.
- Experience in industries such as plumbing, HVAC, electrical, roofing, restoration/water mitigation, carpet cleaning, or similar field-service businesses.
- Proven experience directly managing a team and holding employees accountable for daily performance, follow-through, and customer-service standards.
- Demonstrated experience coaching employees, addressing underperformance, and providing clear performance feedback.
- Experience tracking and improving operational KPIs such as booking rate, cancellation rate, lead follow-up, and customer-service performance.
- Ability to establish clear expectations, create structure, identify performance gaps, and ensure critical responsibilities are consistently completed.
- Strong communication, organization, problem-solving, and leadership skills.
- High School Diploma or GED equivalent.
Preferred Qualifications & Experience
- Previous experience in a plumbing or service-plumbing environment.
- Experience managing a CSR, call-center, dispatch, or front-office team within a home-services company.
- Experience improving booking rates, reducing cancellations, improving lead conversion, or strengthening customer retention.
- Experience implementing or improving office workflows in a growing field-service business.
- Familiarity with office performance reporting, KPI dashboards, and trend analysis.
- Experience working closely with technicians, dispatchers, and field-service leadership.
The Leader We're Looking For
We are looking for a proactive operational leader not simply a strong individual contributor.
The right person understands that their job is to make the team better and more accountable, not to personally take over every task when something goes wrong.
You should be comfortable:
- Setting expectations and holding people accountable.
- Having difficult performance conversations when necessary.
- Coaching employees toward measurable improvement.
- Using KPIs to identify problems and opportunities.
- Creating structure and consistency within the office.
- Following up to ensure responsibilities are actually completed.
- Identifying process problems before they become larger issues.
- Partnering with leadership to continuously improve the business.
If you have successfully led a front-office team in a home-services environment and can demonstrate measurable improvements in team performance, booking rates, cancellations, lead management, and overall office operations, we want to hear from you.
Compensation & Benefits
- $32 to $40 per hour, based on experience and qualifications.
- Performance Based Bonus opportunity.
- Full-time, onsite position in Everett, Washington.
- Stable opportunity with an established and growing home-services company.
- Direct influence over office operations, team performance, customer experience, and company growth.
- Supportive leadership environment with opportunities to implement meaningful operational improvements.
About Us
Apollo Plumbing and Rooter has proudly served the Snohomish and North King County areas since 2005, providing professional plumbing and drain-cleaning services to local homeowners.
Our team is committed to operational excellence, continuous improvement, and delivering an exceptional customer experience. Our core values are Devotion, Focus, Positive Attitude, Empathy, and Respect.
We are looking for a leader who shares those values and can translate them into the way our office team operates every day.
Equal Opportunity Employer
Apollo Plumbing and Rooter is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations. Selection decisions are based on job-related qualifications, experience, and business needs.
