HVAC Service Coordinator

Position Overview: We are seeking a highly organized and detail-oriented HVAC Service Coordinator to join our dynamic team. As an HVAC Service Coordinator, your primary responsibility will be to provide direct communication with both internal and external customers to facilitate a world-class experience. Your excellent communication skills, strong organizational abilities, and commitment to follow-up will play a crucial role in ensuring the successful completion of jobs and appointments while maintaining the highest standards of customer satisfaction.

Key Responsibilities:

Provide fast and friendly customer service
Answer inbound calls to schedule appointments and provide information
Make outbound calls to customers to schedule appointments and provide information
Coordinate appointments and optimize scheduling in accordance with the Company's objectives
Monitor and reply to website contact forms, online service requests, and chat messaging
Monitor and reply to shared service department inbox
Be well-versed and highly proficient in the Company's CRM software
Quickly learn and become highly proficient in new releases to CRM software
Be highly proficient in the Company's appointment processes as it relates to various job types
Be relentless and thorough in the pursuit to provide a five-star experience
Monitor the dispatch board to identify availability and optimize capacity
Proactively communicate with customers regarding technician timeframes
Maintain accurate and up-to-date customer records in the Company's CRM
Perform happy calls
Deescalate and solve customer concerns
Sell memberships and schedule recurring appointments
Work in coordination with the Service, Warehouse, and Install departments for achieve common goals, objectives, and tasks
Other duties as assigned

Qualifications and Requirements:

High school diploma or equivalent; associate's degree or technical certification in a related field is a plus.
Proven experience in project coordination or administrative roles, preferably within the HVAC or construction industry.
Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
Excellent communication skills, both written and verbal, to effectively interact with internal teams, clients, and vendors.
Proficient in using project management tools and software for scheduling and documentation (e.g., ServiceTitan, Microsoft Excel and Word).
Knowledge of HVAC systems and installation processes is advantageous but not required.
Detail-oriented with a commitment to accuracy in maintaining records and service documentation.
Problem-solving skills to address unexpected challenges and maintain service timelines.
Ability to work well under pressure in a fast-paced environment and adapt to changing priorities.
A customer-focused mindset with a dedication to delivering high-quality service.

Benefits:

Competitive pay
Comprehensive benefits package, including medical, dental, and retirement plans.
Professional development opportunities to enhance skills and advance within the company.
Positive and collaborative work environment with a supportive team.

If you are a motivated individual with a passion for coordinating services and ensuring customer satisfaction, we invite you to apply for the HVAC Service Coordinator position and contribute to our team's success in delivering world-class service experiences.