HVAC Service Coordinator

Scheduling

• Coordinate on-demand billable calls for maintenance or repair.
• Proactively schedule preventative maintenance visits due for delivery to plan members.
• Ensure proper resources are scheduled according to service need.
• Schedule H&C sales visits.
• Handle all inbound calls for H&C sales.
• Monitor the CIA HVAC Teams chat room.
• Manage customer service issues that arise as needed.

Customer Communication

• Confirm all H&C sales visits, and all service visits through new manual confirm process.
• Manage customer service issues, working closely with service coordinators and lead dispatcher to deploy appropriate techs to achieve resolution.
• Effectively handle escalated customer issues, scheduling or rescheduling service appointments as needed.
• Follow up on all proposed, quoted work or return visit requests in a timely fashion.
• Ensure service crews have updated customer information.
• Respond professionally and in a timely manner to calls, emails, and instant messages.

Education & Experience

• A high school diploma or equivalent.
• Bachelor’s degree in relevant field preferred.
• 3+ years' experience working in customer service field.
• Experience working in the HVAC field preferred but not required.
• Proficiency working with MS Office.
• Proficiency working with Customer Relationship Management (CRM) software such as Salesforce preferred.
• Customer focused.
• Excellent communication skills.
• Ability to work independently or as part of a team.
• Time Management skills.
• Problem solving ability.