Job Description

Description:

The Service Coordinator is a critical frontline role responsible for handling inbound and outbound customer communications, job booking, dispatch coordination, and service follow-ups. This position ensures accurate job details, technician pairing, and scheduling execution to support the field team's efficiency and the company's commitment to excellent customer service.

A successful Service Coordinator is organized, calm under pressure, and adapt at multitasking in a fast-paced environment. This role requires strong communication, critical thinking, and a keen attention to detail to ensure smooth daily operations across HVAC, plumbing, and electrical departments.

Job Requirements:

Customer Communication & Scheduling: Promptly and professionally respond to inbound calls, emails, and texts. Schedule and reschedule service calls based on urgency, technician availability, and geography, while ensuring accurate information is entered into ServiceTitan. Job Booking & CRM Accuracy: Confirm job details with customers, follow call scripts and protocols, collect payment information as needed, and maintain real-time, accurate notes within the CRM. Dispatch & Technician Coordination: Monitor the job board throughout the day to efficiently assign jobs, pair technicians by skill and location, manage scheduling conflicts, and coordinate real-time changes with both technicians and customers. Customer Follow-Up & Retention: Perform confirmation calls, reminders, and follow-ups for unsold jobs. Assist with membership renewals and customer retention promotions, and address or escalate customer concerns or complaints. Operational & Administrative Support: Maintain job board organization, document red flags or unusual trends, and support backend tasks such as permit processing, warranty registration, and rebate submissions. Cross-Departmental Communication: Communicate effectively with GMs, service managers, and other departments to ensure smooth daily operations and uphold a professional, organized office environment.
Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Experience:

Dispatching: 2 years (Required) Customer Service: 2 years (Required) Computer skills: 2 years (Required)
Ability to Commute:

Pelham, AL 35124 (Required)
Work Location: In person