The Service & Office Lead oversees daily office operations and service coordination to support efficient, high-quality delivery. This role manages administrative systems, CRM accuracy, compliance tracking, and billing support while ensuring a consistent customer experience. Acting as the primary escalation point for service issues, it supports CSRs, technicians, and commercial clients, while optimizing scheduling, lead flow, and service performance. The role reviews invoices, monitors job quality, and identifies opportunities to reduce callbacks and improve processes, providing insights and support to the Operations Manager and leadership team.

Description of duties

- Act as the primary technical escalation point for scope clarifications, job complications, and field questions regarding Service jobs
- CSR Customer Escalations #1
- CSR Quality control
- Main email inbox overview to ensure standards are consistently being met
- Support optimization of membership plans through process improvements and tracking.
- Monitor callbacks and rework, identifying root causes and operational improvements to escalate to Operations Manager
- Provide administrative and office support to daily operations.
- Social media posts on HSG Facebook, IG and LinkedIn
- Respond to reviews and comments on social platforms and Google Business listing
- Answer overflow calls or provide CSR coverage as scheduled
- Manage office supply ordering, uniforms, phones, and devices.
- Maintain internal trackers
- Maintain safety training, certification, and compliance records.
- Track licenses, permits, and renewal dates and flag upcoming expiries.




- Maintain CRM and dashboard data accuracy and completeness
- Handle mail processing and cheque deposits.
- Work closely with the Operations Manager on job readiness, documentation gaps, billing inputs, and program administration.
- Follow defined workflows and priorities set by the Operations Manager.

Why You’ll Love Working at Hudson Service Group!

We are a fantastic place to work because we genuinely live our values every day. We take pride in delivering high-quality work, being trustworthy in how we treat our customers and each other, and maintaining a positive, solutions-focused environment. We are responsive and accountable, and we embrace a modern, forward-thinking approach to how we work, communicate, and grow.

We are family-oriented in the truest sense of the word. While we value strong, supportive relationships within our team, we also recognize that our employees have families, responsibilities, and lives outside of work. We respect and support that balance, understanding that when people feel supported as whole individuals, they bring their best selves to work.

Bonuses are available based on sales generated. A great way to earn extra money!

If you have these skills then drop us a resume;

- Positive Attitude
- Efficent phone skills
- Minimum Plumbing/HVAC knowledge is an assest
- Excellent English Language Skills
- Energetic and detail-oriented
- Great Customer Service Skills
- Able to multitask throughout the day and enjoy it!
- Strong computer skills, Word, Excel, Outlook

Pay: $26.63-$33.00 per hour

Advantages:

- Casual dress
- Company events
- On-site parking
- RRSP match

Work Location: In person

📌 Service & Office Lead (Canada)
🏢 Hudson Service Group
📍 Canada