HVAC Service Coordinator

Overview: The Service Coordinator’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution.  Additionally, corresponding with technicians in “Real-time” to complete close out process to help maintain the quality of services to our customers.

Responsibilities:

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite


• Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies


• Work within customer portals to provide quotes and perform follow up calls with customers


• Create, open, assign, and/or close work order requests


• Real time updates via notes in each work order description and various client portals


• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews


• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call


• Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required


• Dispatch technicians to calls in line with their department and abilities


• Maintain service department filing


• Provides updates on parts ETA


• Billing for customer service calls


• Own and maintain service job life cycle within our utilized software

Requirements/Qualifications:

• 3 years of customer service experience in a sales/office/corporate setting


• High School diploma or GED


• Construction/Mechanical/Service industry experience


• Ability to work as a team player


• Ability to multitask in a fast-paced environment


• Verbal & written communication skills


• Attention to detail and organization


• Proficiency in Microsoft Word, Excel, & Outlook