1. Position Summary

2. Key Responsibilities

• Communicate with customers to understand service requests and project requirements.
  
  
• Prepare estimates using Housecall Pro, selecting appropriate service menu items based on customer needs.
  
  
• Create custom estimates for non-standard requests when required.
  
  
• Provide clear explanations of pricing, schedule expectations, and service scope.
  
  

• Process customer approvals and service orders through Housecall Pro.
  
  
• Assign appropriate technicians based on skillset, availability, and job type.
  
  
• Optimize weekly job schedules for efficiency and customer satisfaction.
  
  
• Maintain communication with customers regarding appointment windows and technician assignments.
  
  

• Issue invoices to customers through Housecall Pro.
  
  
• Track payments, verify deposits, and follow up on outstanding balances.
  
  
• Register vendor payments and internal expense transactions using Mercury.
  
  
• Maintain accurate financial records for monthly reporting.
  
  

• Review technician timecards and attendance using Housecall Pro.
  
  
• Support payroll preparation by communicating time discrepancies, corrections, or schedule adjustments.
  
  
• Maintain records of job completion notes, quality photos, and customer feedback.
  
  

• Prepare and publish job postings on CareerPlug or other job platforms.
  
  
• Conduct initial screening interviews for handyman and administrative positions.
  
  
• Coordinate hiring workflows, including offer letter creation (Word/Excel).
  
  
• Run background checks through ADP and complete onboarding documentation.
  
  
• Maintain onboarding packets and ensure new employees complete required forms.
  
  

• Prepare operational and KPI reports for the franchisor, including monthly performance summaries, technician utilization, and financial metrics.
  
  
• Participate in regular meetings with the franchise headquarters (Email / Zoom).
  
  
• Ensure compliance with franchise standards and operational processes.
  
  

• Maintain organized documentation including contracts, estimates, invoices, payroll records, and vendor information.
  
  
• Support compliance activities, vendor onboarding, purchasing documentation, and internal workflow improvements.
  
  
• Assist the President/CEO with operational planning, customer escalations, and business development support.
  
  

3. Required Qualifications

• Business-level proficiency in Japanese (verbal and written).
  
  
• Strong English communication skills.
  
  
• 2–4 years of experience in operations, scheduling, customer service, office administration, or similar roles.
  
  
• Ability to multitask and manage a high volume of jobs, messages, and customer requests.
  
  
• Experience with software tools such as CRM, scheduling, invoicing, or payroll systems.
  
  
• Strong organizational skills and attention to detail.
  
  
• Proficiency in Microsoft Word, Excel, and cloud-based systems.
  
  

4. Preferred Qualifications

• Experience with Housecall Pro, CareerPlug, or ADP.
  
  
• Experience working in home services, construction, property management, or franchise businesses.
  
  
• Experience working with Japanese corporations or clients.
  
  
• Ability to improve workflows and propose operational enhancements.
  
  

5. Supervisory Responsibility

• While this role does not directly supervise technicians, the Operations Manager coordinates their job assignments, manages job flow, and oversees administrative compliance.
  
  

6. Work Environment

• Office-based with hybrid communication (phone, email, Zoom).
  
  
• Coordination with field technicians working in customer homes.
  
  
• Requires high-speed communication and timely responses to operational needs.