Customer Support Specialist & Service Coordinator - Florence

JOB SUMMARY:

The Customer Support Specialist & Service Coordinator is a key role responsible for managing client relationships, coordinating service activities, and handling administrative duties to ensure smooth operations within the HVAC service business. This position bridges customer interactions, service scheduling, and administrative support, ensuring optimal customer satisfaction and operational efficiency.

KEY RESPONSIBILITIES:

Client Relationships & Customer Care

• Serve as the primary point of contact for customer inquiries, service requests, and account issues.
• Develop and maintain strong relationships with clients.
• Conduct regular customer outreach via CARE calls to ensure service satisfaction, collect feedback, and manage outstanding invoices.
• Work with Account Managers and Service Managers to address service discrepancies, contract compliance, and customer concerns.
• Schedule and facilitate customer meetings to review service performance, resolve issues, and explore upselling opportunities.

Service Dispatch & Coordination

• Prioritize and coordinate scheduling or routine, urgent, and preventive maintenance service calls.
• Maintain constant communication with service technicians, rerouting assignments as necessary.
• Ensure service agreements are properly documented in the system and contracts are effectively managed.
• Track deficiencies found during inspections and collaborate with Account Managers for repair proposals.
• Oversee technician compliance with service schedules and contract obligations.

Administrative & Office Support

• Answer phone calls, schedule meetings, and support visitors.
• Assist in processing purchase orders, tracking service contract renewals, and maintaining customer records
• Prepare reports, organize files, and ensure accurate documentation of customer interactions.
• Manage office supplies, equipment maintenance, and general office operations.
• Manage the shipping and receiving operations.

QUALIFICATIONS & SKILLS:

Education & Experience:

• High School Diploma or GED required; Bachelor’s degree in Business, Administration, or related field preferred.
• Minimum 2 years of experience in customer service, service dispatching, or administrative support.
• HVAC or facilities management industry experience preferred.

Industry Knowledge:

• Basic understanding of HVAC systems, including chillers, air handlers, and controls.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience with CRM, ERP, or service ticketing software is a plus.

Communication & Interpersonal Skills:

• Strong verbal and written communication skills.
• Ability to multitask, prioritize work, and manage time effectively.
• Detail-oriented with strong problem-solving abilities.
• Ability to work independently and collaboratively in a fast-paced environment

Analytical & Organizational Skills:

• Ability to analyze account performance data and translate insights into actionable strategies.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Technical Proficiency:

• Familiarity with CRM systems and proficiency in Microsoft Office Suite.
• Comfortable with basic technical concepts related to HVAC systems and services.

Working Conditions and Schedule:

• Full-time position (Monday–Friday, 40 hours per week).
• Office-based role with occasional client site visits.
• Fast-paced work environment requiring flexibility, particularly during peak service periods.

Schedule:

• Full-time position with standard business hours and occasional extended hours to accommodate client needs.

Application Process

• Interested candidates should submit a resume, cover letter, and professional references. We offer a competitive compensation package, opportunities for professional development, and a dynamic work environment.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job type:

• Full-time, Non Exempt

Work Location:

• Primary Office – Florence, SC

Carolina Chillers is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

By submitting your résumé for this position, you understand and agree that Carolina Chillers may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.