Service Coordinator

Pay Rate: $35/hr

Position Summary

The Service Coordinator plays a vital role in supporting the operations of the Service Department for a commercial HVAC mechanical contractor. This position requires a detail-oriented, organized, and proactive individual with experience in coordinating HVAC service activities. The Service Coordinator will manage service scheduling, customer communication, billing support, and technician coordination to ensure seamless service delivery and customer satisfaction.

Essential Duties and Responsibilities

Operations Support

• Deliver exceptional customer service and maintain a professional office environment.
• Process daily deposits and reconcile payments (checks, ACH, credit cards) with service invoices.
• Assist with purchase order intake and billing coordination.
• Set up new maintenance accounts in service management software (e.g., ServiceTrade).
• Prepare and distribute maintenance packages including log sheets and tasking sheets.
• Schedule and facilitate maintenance handoff meetings with customers, sales, and technicians.
• Provide backup support for billing, quoting, and dispatch roles.
• Coordinate technician training and maintain training records.
• Support Service and Operations Managers with billing reports and cost tracking.
• Investigate and resolve service cost discrepancies and low gross profit issues.
• Initiate and manage collections efforts for overdue invoices (31 days).
• Perform other duties as assigned by the Service Manager.

Staff Support

• Assist in gathering invoices and receipts for billing and reporting.
• Support Account Managers with customer-specific billing requirements.
• Generate billing and work-in-progress (WIP) reports for management.
• Contribute to financial goal achievement through strategic pricing.
• Assist in developing and maintaining key performance indicators (KPIs).

Customer Support

• Respond promptly to customer inquiries and concerns via phone, email, and other channels.
• Escalate sensitive issues to the Service Manager to ensure resolution.
• Conduct customer satisfaction surveys and analyze gross margin performance.
• Maintain customer gain/loss reports and financial indicator tracking.
• Support the Service Manager in handling customer complaints and feedback.

Qualifications

• Proven experience coordinating HVAC services, preferably in a commercial mechanical contracting environment.
• Strong organizational and multitasking skills.
• Excellent communication and customer service abilities.
• Proficiency in service management software and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.