Office Administrator & Service Coordinator

Sureflow Plumbing & Drain | Bradford, Ontario

Job Type: Full-Time, Permanent | In-Office

Salary: CA$50,000–$65,000 annually, based on experience

Your Opportunity

Are you a confident, highly organized professional who enjoys taking ownership, solving problems, and keeping a busy service business running smoothly?

Sureflow Plumbing & Drain is seeking an experienced Office Administrator & Service Coordinator to become a central part of our growing team.

This is an opportunity to join an established plumbing and drain services company with approximately 10 field technicians, a strong reputation, and a growing portfolio of residential, commercial, and high-rise clients.

We are looking for someone who can do more than simply answer phones and complete administrative tasks. We want a proactive, resourceful professional who can take charge of daily office coordination, deliver an exceptional customer experience, and help us develop the processes and systems needed to support our continued growth.

If you enjoy bringing order to a busy environment, thrive on variety, and take pride in being the person everyone can count on, this could be an excellent opportunity.

About Sureflow Plumbing & Drain

Established in 2007, Sureflow Plumbing & Drain has been serving customers across the Greater Toronto Area for nearly 20 years. What began as a small, owner-operated plumbing business has grown into a highly regarded service company with a team of approximately 10 field technicians, delivering professional plumbing, drain, and emergency services to residential, commercial, and high-rise properties.

We have built our business through quality workmanship, responsiveness, and strong customer relationships. As we continue expanding our commercial and high-rise service business, we are investing in the people and operational systems that will support our next stage of growth.

We are looking for someone who wants to grow with us and help make an already successful business even stronger.

The Role

Reporting directly to the owner, you will be responsible for managing incoming customer communications, coordinating daily service appointments, supporting billing and collections, and keeping the office organized.

A major priority is providing confident, skilled service to customers calling with urgent plumbing emergencies.

When a customer calls about a flooded basement, a burst pipe, or an urgent commercial plumbing issue, you will be the first point of contact. Your ability to remain calm, communicate confidently, gather the right information, and coordinate a timely response will be essential.

You will also have the opportunity to identify improvements to administrative processes, scheduling practices, and office organization.

Key Responsibilities

1. Customer Service & Call Management

- Serve as the primary point of contact for incoming customer calls, emails, and service requests.
- Respond confidently and professionally to routine inquiries and urgent plumbing emergencies.
- Gather accurate information about customer issues, determine urgency, and coordinate appropriate next steps.
- Provide customers with clear information about service availability, appointments, and expected response times.




- Build strong relationships with existing customers while creating an excellent first impression with new clients.
- Manage customer concerns and communicate effectively with the owner or field team when escalation is required.

2. Scheduling & Service Coordination

- Schedule incoming service calls and coordinate appointments for approximately 10 field technicians.
- Use Housecall Pro to manage appointments, customer information, service requests, and job records.
- Understand technician availability, travel requirements, and estimated job durations to create realistic schedules.
- Coordinate scheduling changes, urgent service requests, and customer communications throughout the day.
- Work closely with the owner and field supervisor to ensure efficient service delivery without overbooking technicians.
- Maintain accurate and organized scheduling records.

3. Office Administration & Financial Support

- Manage general administrative duties and daily office organization.
- Assist with preparing, organizing, and processing customer invoices for the owner's final review and approval.
- Support accounts receivable activities, including monitoring outstanding invoices and following up on overdue payments.
- Maintain accurate customer records, billing information, and supporting documentation.
- Assist with supplier communications, purchasing coordination, and general administrative requirements as needed.
- Ensure information is accurately recorded and maintained in company systems.

4. Process Improvement & Business Support

- Help establish consistent administrative procedures and more effective office workflows.
- Identify opportunities to improve scheduling, customer follow-up, recordkeeping, and internal communication.
- Bring forward ideas and best practices gained from previous service, construction, or trades industry experience.
- Work collaboratively with the owner to reduce administrative bottlenecks and improve operational efficiency.
- Take increasing ownership of administrative functions as the business continues to grow.

What Success Looks Like

Within your first six months, success will mean:

- Confident customer service: Incoming calls are handled professionally, promptly, and with minimal reliance on the owner.
- Effective scheduling: Service appointments are booked accurately, technician workloads are realistic, and emergencies are managed efficiently.
- Administrative ownership: Routine office activities, customer follow-ups, and accounts receivable tasks are completed consistently without constant supervision.
- Better organization: Customer information, service records, schedules, and administrative processes are accurate and easy to manage.
- Continuous improvement: You have helped establish practical systems that allow the owner to spend less time managing day-to-day administration and more time growing the business.

Qualifications & Experience

Required:

- Minimum 2 years of experience in an administrative, service coordination, dispatch, or office support role.




- Strong telephone communication skills and the confidence to handle demanding or urgent customer situations. Excellent english communication is an absolute must.
- Excellent organizational skills with the ability to manage competing priorities in a busy environment.
- Strong attention to detail, accuracy, and follow-through.
- Comfortable learning and using scheduling, customer management, and administrative software.
- Ability to work independently, demonstrate initiative, and solve problems without constant direction.
- Professional, reliable, and customer-service-oriented approach.

Strongly Preferred:

- Previous experience with a plumbing, HVAC, electrical, construction, restoration, or other field service company.
- Experience scheduling and coordinating technicians or tradespeople.
- Familiarity with Housecall Pro or comparable field service management software.
- Experience with invoicing, accounts receivable, and customer payment follow-up.
- Experience helping a growing business establish or improve administrative processes.

The Ideal Candidate

We are particularly interested in candidates who demonstrate the following qualities:

- Confident Communicator: Comfortable speaking with customers, handling urgent inquiries, and providing reassurance without becoming flustered.
- Highly Organized: Naturally structured, detail-oriented, and capable of managing multiple responsibilities accurately.
- Proactive Problem Solver: Takes initiative, anticipates needs, and looks for solutions rather than waiting for instructions.
- Adaptable Multitasker: Can shift between customer calls, scheduling, billing, and administrative tasks while maintaining accuracy.
- Accountable & Reliable: Follows through on commitments and takes personal ownership of results.
- Process-Minded: Enjoys improving systems, creating structure, and finding better ways to get things done.

You do not need to be a plumbing expert. However, you must be willing to learn the business quickly and develop the judgment required to coordinate service appointments effectively.

Why Join Sureflow?

- Join an established, growing company with a strong customer base.
- Work directly with the business owner and have a meaningful impact on daily operations.
- Enjoy a varied role with significant responsibility, independence, and opportunities to contribute ideas.
- Help shape the administrative systems and processes of a growing organization.
- Become an important part of a team that values responsive service, professionalism, and customer relationships.

Application Process

We are looking for a long-term team member who wants to contribute to our continued success.

Qualified candidates will be invited to participate in a structured interview process and complete a two-part assessment to help us better understand their workplace behaviours and learning preferences.

If you are an organized, confident, and resourceful administrator who enjoys working in a fast-paced service environment, we encourage you to apply.

We may use Ai to assist in our recruiting process. Only qualfied candiates will be contacted.

Pay: $55,000.00-$65,000.00 per year

Ability to commute/relocate:

- Bradford, ON L3Z 3G3: reliably commute or plan to relocate before starting work (required)

Language:

- Excellent English (required)

Work Location: In person

📌 Office Administrator & Service Coordinator (Bradford)
🏢 Sureflow Plumbing & Drain
📍 Bradford