Administrative Assistant at 2 Sons Plumbing – Pacific, Washington

Position Summary

The Administrative Assistant plays a critical role in supporting the day-to-day administrative and operational functions of the company while aligning with the customer service and operational standards of 2 Sons Plumbing. This position supports multiple departments including Customer Service, Dispatch, Marketing, and Operations.

The role ensures smooth workflow across the office by assisting with inbound customer communication, scheduling support, permit coordination, AI tool integration support, and marketing lead management. The Administrative Assistant helps maintain an exceptional customer experience while improving internal efficiency through organization, communication, and technology adoption.

Key Responsibilities

Administrative & Office Support

• Provide administrative support to the operations, service, and install teams.
• Maintain organized digital and physical filing systems for permits, job documentation, and customer records.
• Assist leadership with reports, documentation, and internal communications.
• Support office workflow processes to improve efficiency and accountability.

Customer Service Support (CSR Assistance)

• Assist the Customer Service Representative team with inbound and outbound customer calls during high call volume.
• Help schedule service appointments and confirm bookings in the dispatch system.
• Support follow-up calls for unsold estimates, pending jobs, and customer satisfaction.
• Maintain 2 Sons customer service standards on all customer interactions.
• Assist with call documentation and ensuring accurate customer records.

Dispatch Support

• Assist dispatchers with daily scheduling adjustments and technician routing.
• Monitor technician schedules and help coordinate reschedules when necessary.
• Communicate with technicians and customers regarding schedule updates, job notes, and job readiness.
• Help ensure proper job tagging, notes, and communication within the dispatch system.

Permit & Compliance Coordination

• Research and submit permits for sewer, excavation and plumbing projects as required by local jurisdictions.
• Track permit status and approvals to ensure jobs stay on schedule.
• Maintain organized permit records including inspection dates and approvals.
• Coordinate inspection scheduling with municipalities and inspectors.
• Ensure all permit documentation is uploaded and attached to the appropriate jobs.

AI Integration & Technology Support

• Assist leadership with implementation and ongoing support of AI tools (Hatch, Schedule Engine, ETC) used within the business.
• Help integrate AI solutions into workflows such as customer communication, marketing automation, and operational reporting.
• Monitor AI tools for accuracy and performance and report improvements or issues.
• Train team members on basic use of AI tools and automation systems where appropriate.
• Support ongoing process improvements using automation and AI solutions.

Marketing Lead Management

• Monitor incoming leads from digital marketing platforms (yelp, thumbtack ETC), campaigns, and AI-driven lead generation tools.
• Ensure all marketing leads are properly entered, tagged, and scheduled in the CRM system.
• Assist with lead tracking and reporting to measure marketing performance.
• Follow up on unscheduled leads to increase booking rates.
• Coordinate with marketing vendors and internal teams to ensure timely lead response.

Key Performance Indicators (KPIs)

• Lead-to-booking conversion support
• Permit processing accuracy and turnaround time
• Customer satisfaction feedback
• Schedule accuracy and dispatch support efficiency
• AI system adoption and workflow improvements

Qualifications

• 2+ years of administrative or office support experience (home services industry preferred)
• Experience with CRM systems (experience with ServiceTitan is highly preferred)
• Strong organizational and multitasking abilities
• Excellent communication and customer service skills
• High attention to detail
• Ability to work in a fast-paced service environment
• Comfort learning and supporting new technology and AI tools

Core Competencies

• Customer-first mindset
• Strong organizational skills
• Clear communication
• Problem-solving
• Adaptability with technology
• Team collaboration
• Process improvement mindset

Work Environment

• Fast-paced home service office environment
• Collaborative team atmosphere
• Cross-department coordination with CSR, dispatch, service, install, and marketing teams

Why This Role Matters

This role serves as a key operational connector between customer service, dispatch, marketing, and field operations. By supporting AI integration, marketing lead management, and administrative workflow, this position helps the company increase booking rates, improve efficiency, and deliver the exceptional customer experience expected within the organization.