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Residential Maintenance Service Coordinator
What You'll Do
- Coordinate daily maintenance department operations, including scheduling, dispatching, and technician support
- Process maintenance appointments and service-related information in ServiceTitan
- Conduct customer follow-up and "Happy Calls" to ensure satisfaction and strengthen customer relationships
- Maintain communication with technicians to ensure they have the materials, information, and resources needed for success
- Assist with scheduling and dispatching demand service calls and commercial maintenance appointments as needed
- Answer incoming customer calls and provide exceptional service and support
- Coordinate equipment sales leads with the Sales Lead Coordinator
- Order non-stock parts for maintenance-related repairs and services
- Ensure accurate job documentation, including materials used, equipment information, and completed service details
- Manage labor utilization and support technician productivity
- Help drive maintenance agreement conversions, retention efforts, and departmental revenue goals
- Support system enhancement and repair sales opportunities through effective coordination and customer communication
- Provide field support to maintenance and service technicians when needed
- Represent Jackson & Sons with professionalism, urgency, and a positive attitude in every customer interaction
What We're Looking For
- Previous customer service, dispatching, scheduling, or administrative experience preferred
- Experience in HVAC, home services, or a related industry is a plus
- Strong multitasking and organizational skills
- Excellent phone, communication, and customer service abilities
- Ability to work effectively in a fast-paced environment
- Experience using ServiceTitan or similar scheduling software preferred
- Strong attention to detail and problem-solving skills
- Proficiency with Microsoft Word, Excel, and other computer applications
- Positive attitude and team-oriented mindset
- Dependable, self-motivated, and committed to delivering excellent customer experiences
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