Client Service Advisor/Office Manager

**About Us** At O‘ahu Ace Handyman Services, our mission is to deliver Hawai‘i’s premier handyman services through exceptional craftsmanship, unmatched reliability, and extraordinary customer care—always guided by the spirit of aloha. As a rapidly growing, locally owned and operated business backed by the nationally recognized Ace Hardware brand, we bring local care with trusted national backing to homes and commercial properties across O‘ahu. Our team stands for safety, punctuality, top\-tier craftsmanship, transparent pricing, and clear communication. **Join Our Growing Local 'Ohana:** We are building something special right here on O‘ahu. By joining our team today, you have the rare opportunity to get in on the ground floor of an ambitious, expanding local business. You won't just be filling a seat—you will play a pivotal role in shaping our company culture, scaling our local footprint, and creating lasting value for our island community. **Role Overview** The Client Service Advisor serves as the primary operational and sales hub of our business. As a key leader in our growing organization, you will make the first and most lasting impression on our customers, turning inbound inquiries into scheduled jobs through consultative phone and email sales, objection handling, and confident assumptive closing. You will manage the live dispatch board in ServiceTitan, coordinate Craftsman calendars, safeguard job margins, enforce operational billing policies, and ensure our field team consistently meets brand and customer experience standards as our business expands. **Section 2: Core Responsibilities \& Operations1\. Inbound Lead Conversion \& Assumptive Closing** * **Lead Conversion:** Answer incoming calls live using the Ace Handyman Services Call Blueprint, build immediate rapport, listen to solve customer problems, overcome objections, and consistently guide callers to schedule using the assumptive close. * **Communicate Value Propositions:** Articulate why O‘ahu Ace Handyman Services is different by highlighting our core differentiators * **Pipeline Follow\-Up:** Follow up promptly with prospective leads and open estimates that have not yet converted. **2\. Schedule Coordination \& Dispatching** * **Labor \& Capacity Management:** Maintain and actively control the dispatch board to maximize billable customer hours across the Craftsman team. * **Consultation Booking:** Promote our commercial and residential offerings, including the Premier Partner Program, and secure required on\-site consultations for multi\-hour projects. * **Schedule Optimization \& Standby Management:** Manage schedule buffers to accommodate on\-site scope expansions, and maintain an active short\-notice standby list to swiftly backfill cancellations. * **Craftsman Inventory Routing:** Match Craftsmen to jobs based on trade skills, customer needs, and efficient travel routing across O‘ahu. **3\. Billing, Material Reconciliation \& Job Audits** * **Consultation Invoice Auditing:** Track consultation outcomes, provide accurate labor estimates when consultations do not proceed, and audit billing records to ensure any refunded or credited consultation fees are promptly removed from active invoices. * **Invoice Management:** Enforce the client invoices are accurate and provided timely. * **Material Tracking \& Leakage Prevention:** Reconcile store receipts daily against customer invoices and monitor company credit card accounts in real time to ensure all purchases are properly assigned to client jobs. * **Job Closeout Compliance:** Audit work orders in ServiceTitan to ensure technicians have captured customer digital signatures, uploaded required before/after photos, and provided clear project scope notes before finalizing invoices. **4\. Field Team Support \& Communication** * **Proactive Check\-Ins:** Monitor real\-time job progress in ServiceTitan, communicating with Craftsmen at midpoints and project completion windows to enforce overrun rules and maintain billable efficiency. * **Night\-Before Confirmations:** Issue daily end\-of\-day reminders to ensure Craftsmen complete their mandatory evening\-before calls to confirm arrival times, tools, access, and materials with clients. * **Estimating Alignment:** Ensure that technician time spent on material acquisition and tool prep is factored into job estimates. **5\. Marketing Attribution \& Customer Experience** * **Call Classification:** Accurately classify and tag incoming calls in ServiceTitan to maintain marketing channel attribution and maintain an up\-to\-date call log across all lead sources. * **Customer Inquiry Response:** Monitor and promptly respond to customer inquiries across digital channels, including Yelp and web forms. * **Customer Loyalty:** Resolve customer inquiries with empathy and aloha, handle post\-service warranty follow\-ups, and coordinate handwritten thank\-you notes for completed jobs. **Section 3: Qualifications \& Requirements** * **Experience:** Previous experience in office management, dispatching, inside sales, or customer service coordination (trade, construction, or home service industry experience is a plus). * **Entrepreneurial Spirit:** Enthusiasm for working in a fast\-paced, high\-growth local company where independent problem solving, initiative, and proactive leadership are highly valued and rewarded. * **Sales Orientation:** Comfortable handling inbound calls, qualifying customer needs, overcoming price objections, and utilizing assumptive closing techniques. * **Technology \& Software:** Strong computer skills; hands\-on experience with ServiceTitan (or similar field service management platforms such as Housecall Pro or Jobber) is strongly preferred. Proficiency with QuickBooks Online, Microsoft Office (Word, Excel, Outlook), and Google Workspace. * **Organization \& Detail:** Exceptional calendar management, multi\-tasking skills, route planning capability, and disciplined attention to billing accuracy. * **Communication:** Warm, clear, and professional phone presence with strong interpersonal skills. * **Values:** Alignment with our core values—Premium Quality, Extraordinary Customer Service, Integrity \& Trust, and Aloha in Action. * **Eligibility:** Must be authorized to work in the United States and successfully pass a pre\-employment background check. **Section 4: Benefits \& Perks** * **Competitive Compensation:** Base pay with performance/booking incentive opportunities. You also will be eligible for Company performance bonus opportunities. * **Career Growth in an Expanding Company:** Real upward mobility and leadership growth opportunities as our local island operations expand. * **Time Off:** Vacation and sick days. * **Professional Development:** Comprehensive initial and ongoing training via Ace Handyman University and systemwide franchisor training programs. Pay: $25\.00 \- $28\.00 per hour Expected hours: 30\.0 – 45\.0 per week Benefits: * Dental insurance * Health insurance * Vision insurance * Work from home Experience: * Sales: 3 years (Required) Work Location: Hybrid remote in Honolulu, HI 96815