Service Coordinator

Client Communication and Support:

• Act as the main point of contact for clients regarding HVAC service requests, inquiries, and concerns.

• Provide timely and professional responses to client communications via phone, email, or in person.

• Coordinate with internal teams, technicians, and subcontractors to schedule service appointments and ensure prompt resolution of issues.

Service Coordination and Dispatch:

• Receive and prioritize service requests based on urgency, location, and available resources.

• Schedule service appointments and dispatch technicians to client sites, ensuring efficient allocation of resources.

• Monitor service activities and update clients on the status of their service requests throughout the process.

Technical Support and Troubleshooting:

• Assess client inquiries and troubleshoot HVAC-related issues over the phone or through remote assistance.

• Coordinate with field technicians to provide technical guidance and support for diagnosing and resolving complex HVAC problems.

• Escalate unresolved issues to appropriate personnel and follow up to ensure satisfactory resolution.

Documentation and Record-Keeping:

• Maintain accurate records of client interactions, service requests, and service history in the company's database.

• Generate service reports, work orders, and invoices for completed service activities.

• Ensure compliance with company policies, procedures, and regulatory requirements related to documentation and record-keeping.

Customer Satisfaction and Feedback:

• Proactively seek feedback from clients to assess satisfaction levels and identify areas for improvement.

• Address client concerns and complaints promptly, demonstrating empathy and professionalism.

• Collaborate with internal teams to implement corrective actions and prevent recurrence of service issues.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred.

• Previous experience in customer service, preferably in the HVAC industry.

• Familiarity with HVAC systems, components, and terminology is desirable.

• Excellent communication skills, both verbal and written, with a customer-focused approach.

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Proficiency in computer applications, including MS Office and customer relationship management (CRM) software.

• Ability to work effectively in a team environment and collaborate with cross-functional teams.