Service Coordinator

Position Summary

We are seeking a highly organized and customer-focused Service Coordinator to support daily service operations. This role serves as the primary point of contact between customers, technicians, and internal teams, ensuring efficient scheduling, dispatching, communication, and workflow management.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and is committed to delivering exceptional customer service while maintaining operational efficiency.

Key Responsibilities

• Coordinate and manage daily schedules for a team of field service technicians.
• Schedule service calls, preventive maintenance visits, inspections, and repair work.
• Dispatch technicians based on skills, availability, customer requirements, and geographic efficiency.
• Communicate with customers to schedule appointments and provide status updates throughout the service process.
• Monitor technician activity and ensure accurate job tracking and completion reporting.
• Create and manage work orders, purchase requests, and material orders as needed.
• Track material deliveries and ensure technicians have the resources necessary to complete assigned work.
• Maintain accurate records and real-time updates within service management systems.
• Collaborate with service leadership to balance workloads, prioritize service requests, and maximize productivity.
• Respond promptly to customer inquiries, service requests, and concerns.
• Escalate customer issues and operational challenges to management when appropriate.
• Partner with operations, sales, field personnel, and administrative teams to support business objectives and customer satisfaction.
• Monitor work order progress, investigate discrepancies, and help resolve issues impacting service delivery.
• Prepare and review operational reports related to scheduling, work-in-progress, service performance, and billing accuracy.
• Support continuous improvement initiatives and assist with additional administrative and operational duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Minimum 2 years of experience in dispatching, scheduling, customer service, service coordination, or administrative support.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Strong customer service mindset with the ability to remain professional under pressure.

Preferred

• Experience in HVAC, mechanical services, construction, facilities maintenance, field service, or related industries.
• Experience using service dispatch, scheduling, ERP, or field service management software.

Skills & Competencies

• Customer Relationship Management
• Dispatching & Scheduling
• Service Coordination
• Communication & Collaboration
• Time Management
• Multitasking
• Problem Solving
• Attention to Detail
• Data Entry Accuracy
• Prioritization & Organization
• Conflict Resolution
• Adaptability in Fast-Paced Environments

Work Environment & Schedule

• Full-time position.
• Standard schedule is Monday through Friday.
• Occasional evenings, weekends, and overtime may be required based on business needs.
• Primarily office-based with frequent interaction with field personnel and customers.

Why Join Us?

Join a growing organization that values teamwork, customer service, operational excellence, and professional development. You'll play a critical role in supporting field operations and ensuring customers receive timely, high-quality service.