Service Coordinator

POSITION SUMMARY:

The Service Coordinator supports daily service operations by coordinating scheduling, dispatch, and communication between customers, technicians, and internal teams. This role ensures efficient job flow, accurate documentation, and a high level of customer service while supporting revenue and operational performance.

KEY RESPONSIBILITIES:

• Coordinate and schedule service appointments based on technician availability, skillset, and geographic routing
• Dispatch technicians and manage real-time schedule adjustments to optimize productivity and efficiency
• Serve as a primary point of contact for customers, providing updates on job status, arrival times, and service details
• Create, update, and maintain work orders in ServiceTitan (or CRM system) with accurate job information
• Communicate job scope, materials, and special instructions to field technicians
• Monitor job progress and proactively address scheduling conflicts or delays
• Support revenue generation by ensuring jobs are properly scheduled, completed, and closed out in a timely manner
• Coordinate with parts/vendors to ensure materials are available for scheduled work
• Assist with invoicing support, job costing accuracy, and basic billing inquiries
• Maintain strong communication with Service Manager regarding operational issues, capacity, and workforce needs
• Follow up with customers post-service to confirm satisfaction and resolve any outstanding concerns
• Ensure adherence to company policies, safety standards, and service expectations

SCHEDULE: Monday–Friday, 7:30 AM – 4:30 PM
ADDITIONAL REQUIREMENTS: Participation in a rotational on-call schedule, including evenings and weekends, is required. Additional compensation is provided for on-call coverage.

QUALIFICATIONS:

• 2+ years of experience in dispatch, scheduling, or service coordination (plumbing/HVAC preferred)
• Experience with ServiceTitan or similar field service management software preferred
• Strong organizational and multitasking skills in a fast-paced environment
• Excellent communication and customer service skills
• Ability to problem-solve and make real-time decisions under pressure
• Proficiency in Microsoft Office and CRM systems

KEY COMPETENCIES:

• Time management and prioritization
• Attention to detail and accuracy
• Customer focus and professionalism
• Operational awareness and urgency
• Team collaboration and communication