Service Coordinator

Service Coordinator – HVAC Company

We are a leading HVAC service and design company, specializing in equipment retrofits and system installations throughout the greater Bay Area. We focus on providing high-quality HVAC services, including new equipment replacements, design-build engineering, and repair solutions.

Our San Jose office is currently looking for a dedicated Service Coordinator to join our dynamic team. We offer a supportive, friendly work environment that promotes a healthy work-life balance. At our company, we believe in creating opportunities for growth and fostering a positive, inclusive culture where every team member can thrive.

Qualifications

Education: High School Diploma/GED required
Customer Service Excellence: Must possess outstanding customer service skills and be comfortable managing phone and email inquiries with a professional demeanor.
Organized and Detail-Oriented: Must excel in multi-tasking, prioritizing tasks, and managing interruptions in a fast-paced environment.
Technical Proficiency: Proficient with Microsoft Word, Excel, Outlook, and Windows applications. Dispatching software such as FieldEdge is a PLUS!
Experience: Previous experience in reception, administrative, or service coordination roles is highly preferred, minimum 2 years. Prior HVAC knowledge is an advantage!
Responsibilities

Reception & Administrative Support: Handle high-volume customer calls with efficiency and professionalism while scheduling service appointments and dispatching technicians. Maintain clear, effective email communication with clients and vendors.
Coordination: Oversee the scheduling and dispatching of field technicians to support prompt and efficient assignment of service calls. Monitor technician schedules to maintain optimal coverage and minimize downtime while meeting agreed service timelines. Maintain adherence to company service standards with a focus on exceeding customer expectations.
Customer Interaction: Act as the primary point of contact for clients and vendors, addressing their service inquiries, concerns, and requests. Maintain a professional and approachable demeanor, ensuring that all interactions are handled with courtesy and resolve any issues to ensure customer satisfaction. Follow up with clients post-service to confirm satisfaction and address any outstanding concerns.
Work Order Management: Generate and review work orders for accuracy -- reflects correct service details, technician assignment, and customer requirements. Forward completed work orders and necessary paperwork to service manager and update billing processes using QuickBooks, with timely invoicing, payment tracking, and accurate recordkeeping.
Team Support: Collaborate with service manager to assist with coordinating resources, ensuring the necessary manpower and tools are available for each scheduled job. Support the HVAC team with administrative needs, and proactively assist in resolving operational challenges to maintain smooth workflow and job efficiency.
Material & Resource Procurement: Ensure that the required materials and equipment are available to technicians on time for each job. Monitor inventory levels, place orders for additional parts as necessary, and ensure that technicians have all the tools and equipment needed to complete service calls effectively.
Job Priority Coordination: Communicate with field technicians and service managers through the FieldEdge system to assess job priorities, ensuring that urgent and high-priority tasks are completed first. Track technician progress, adjust schedules as needed, and address any delays to ensure jobs are completed in a timely manner and customer expectations are met.
This is a salary position. We are seeking a candidate who is interested in a long-term position and growing with our team.

Applicant MUST be able to work full-time, on-site M-F.

Job Type: Full-time

Benefits:


401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance
Experience:


Dispatching: 1 year (Required)
Desktop administration: 1 year (Required)
Customer relationship management: 2 years (Required)
HVAC administration: 1 year (Required)
Work Location: In person