Operations & Service Coordinator (HVAC)

About the role

The Operations & Service Coordinator is the primary point of contact for past, current, and potential new customers of this HVAC company. You will assist clients with recurring maintenance agreements, non-contract customers, and new potential clients, ensuring their needs are met or connecting them with the appropriate staff members when necessary.

With over 30 years in operation, the company has built a reputation for quality and reliable service, often receiving referrals from existing customers and property management companies. You will work closely with property management companies to repair, service, and maintain various HVAC systems, including preparing maintenance agreements for routine upkeep.

Communication and transparency are key to building long-term customer relationships. You will keep customers informed about appointment schedules, delays, or cancellations, and ensure they understand the company’s processes, including the priority given to customers with maintenance agreements.

Responsibilities

• Serve as the first point of contact for customers, answering phones and addressing inquiries.
• Take detailed messages from customers and assist with scheduling appointments.
• Provide new prospective customers with information about the company and labor rates.
• Schedule and coordinate proposal work, repairs, and contract maintenance visits.
• Ensure necessary materials for scheduled maintenance and repairs are available and in stock.
• Send reports to clients updating them on findings, issues, or follow-ups.
• Monitor technician dispatches to ensure accurate timing, labor, and material reporting on dispatch reports and invoices.
• Collaborate with field and office employees on various tasks as needed.
• Send email confirmations to clients reconfirming scheduled maintenance, including time, date, and materials needed, while copying the Facilities Manager.
• Ensure all dispatches are processed accurately and in a timely manner.
• Prepare and send maintenance agreements to customers for routine equipment upkeep.
• Familiarize yourself with technician tasks and customer equipment to build strong relationships.