About the role
About WorkHero
WorkHero believes that the right office manager can be the difference between a business surviving and thriving. WorkHero provides expert office support to small HVAC business owners, combining industry expertise with cutting-edge AI tools. We handle administrative and operational tasks such as billing, payroll, permitting, and procurement. Our services save customers up to 16 hours a week, enabling them to focus on growing their business.
The Role
We're hiring a Junior Office Manager to own the phone work that keeps our clients' cash flowing. The bulk of your day is accounts receivable collections calls - calling homeowners and commercial customers on behalf of our HVAC clients to follow up on unpaid invoices, confirm payment, and resolve billing questions. You'll also handle a smaller mix of scheduling calls and one-off outbound campaigns as they come up.
This is a phone-forward role. You will be on calls for most of your working day. If you like the rhythm of a call queue, you know how to stay pleasant on the twentieth "I'll pay it next week" of the morning- this is a good fit.
What You'll Do
- A/R collections calls (primary): Work aging reports across multiple client accounts, contacting customers on past-due invoices, negotiating payment, taking payment over the phone, and accurately documenting every outcome.
- Follow-up and escalation: Maintain a callback cadence on open balances, flag disputed invoices and accounts that need to escalate to the account team or the client owner.
- Light scheduling calls: Confirm appointments, reschedule, and reach out for maintenance agreement renewals when an account needs coverage.
- Ad hoc outbound: Occasional additional outbound, which could include membership renewal pushes, estimate follow-ups, customer win-back lists, and similar campaigns.
- Documentation: Log call notes and payment commitments in a tracking sheet or the client's field service management platform so the account team always knows where each balance stands.
You’re a Great Fit If
Required
- 2+ years in an outbound or high-volume call centre role for an HVAC shop, or 2+ years as a dispatcher/CSR at an HVAC shop. HVAC-shop experience is a must-have.
- Familiarity with HVAC terminology (system types, maintenance agreements, common repair line items).
- Comfort with collections conversations - you can ask for money directly and stay calm, friendly and professional when a customer gets frustrated.
- Above average people skills, with a pleasant demeanour and a strong ability to built rapport.
- Solid written communication for tracking collections and internal handoffs.
- Reliability and self-management in a remote setting - you keep to a schedule without supervision.
- Reliable high-speed internet and a quiet dedicated workspace.
Preferred
- Hands-on experience with ServiceTitan, Housecall Pro, or Jobber.
- Prior A/R or collections experience specifically in the trades.
- Experience working with U.S. customers across multiple time zones.
What Success Looks Like
- Aging balances on your assigned accounts shrink month over month.
- Call volume and contact rates hold steady without quality slipping.
- Our Senior Office Managers never get surprised - disputes and problem accounts surface early.
- Customers stay customers. Collections calls are done in a way that protects the client's relationship with their homeowner.
Why WorkHero
- Fully remote, with a distributed team
- A clearly defined role with a measurable impact you can point to.
- We build AI automation into the work - you'll spend your time on conversations, not on manual list-pulling.
- Opportunities for growth and promotion
WorkHero is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.