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THE REMOTE HOME-SERVICES BACK OFFICE

Four seats can run remotely. Name the one you need first.

Dispatch, customer service, back-office processing, and operations management all run through phones and software. The right first hire depends on which seat is currently constraining the company.

Start hiring Choose the operational seat that changes the rest of the day.
Dispatch and scheduling coordinationCSR operations and customer coverageBack-office processing and operations management

THE FOUR SEATS

A back office built from work that already travels

The operational layer does not need a truck, a counter, or a local desk. It needs capable people inside the systems your company already runs.

Dispatch and *scheduling*

Route technicians, rebalance the day when a job runs long, keep travel time tight, and communicate changes to the field.

CSR operations that *book work*

Answer inbound calls, book jobs, handle reschedules and follow-ups, and run outbound reminders.

Back-office work that *protects cash*

Handle invoicing, collections follow-up, payables, permits, warranty claims, and job-costing hygiene inside software.

An operations manager who *compounds*

Own the processes, metrics, and people across the other three seats when the whole layer needs a leader.

ABOUT THE FOUR FUNCTIONS

Questions about which operations seat belongs first

Can all four functions run remotely?

Yes. Dispatch, CSR operations, back-office processing, and operations management run through dispatch software, phone systems, CRM, and other business software.

What should we fill first?

Usually the role currently consuming the owner's day, often dispatch and scheduling or CSR coverage. If the whole layer is strained, an operations manager may be the compounding first seat.

Do these hires need home-services software experience?

It helps, but platform specifics transfer quickly. Vet for operational judgment first; tool fluency is the easier half of the ramp.

How did Landry expand the team?

The first placement started as a CSR in late June. By December, six people covered dispatch, admin, AR, and permit coordination.

THE FIRST SEAT BECAME SIX

A team that started with the role hurting most

“I’ll be honest. I was really against the idea at first. We started with one person from Opus. We’re up to six across our operations now, and I wouldn’t build my team any other way.”
Natasha LandryOwner, Landry Mechanical

HOW TO CHOOSE THE FIRST SEAT

Start where the back office is most expensive to leave open

  1. 01

    Watch where the owner *keeps stepping in*

    The first role is usually the one consuming the owner's day: dispatch, scheduling, or CSR coverage.

  2. 02

    Check whether the layer needs *one owner*

    When the whole back office is strained, a senior operations manager can build the processes the other seats run.

  3. 03

    Turn the need into *a scorecard*

    A discovery call with your hiring manager defines what a strong hire should own six months in.

  4. 04

    Build the next seat from *the evidence*

    Landry Mechanical grew from one CSR placement to six across dispatch, admin, AR, and permit coordination in five months.

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CHOOSE THE SEAT

Find the home-services role that unlocks the rest

Tell Opus which function is creating the most pressure. We will help define the first seat and the next decision after it works.

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