Service Coordinator

Key Responsibilities

• Serve as a primary point of contact for inbound service requests via phone, email, and web inquiries.
• Record service calls accurately, demonstrating tact, empathy, and professionalism with every interaction.
• Refer repair or replacement requests to the appropriate Sales or Service resource promptly.
• Maintain and update technician schedules daily to ensure optimal service coverage.
• Dispatch service technicians in a timely, efficient manner to meet response expectations.
• Monitor technician feedback and adjust schedules based on end-of-day updates and field conditions.
• Track and log progress of open service calls, ensuring timely follow-up and closure.
• Monitor and manage parts delivery status and schedule warehouse or courier coordination as needed.
• Tag completed jobs for billing and coordinate documentation with internal accounting teams.
• Collaborate with other Service Coordinators to triage workloads and prioritize Service Agreement customers.
• Identify service trends or scheduling bottlenecks and proactively recommend solutions.
• Ensure accurate data entry of customer, job, and payment information into service software.
• Uphold internal processes and standards for operational efficiency, compliance, and customer satisfaction.
• Actively contribute to a supportive and productive team culture.
• Demonstrate daily alignment with Horwitz's cultural values.
• Embrace a mindset of "Get better every day" by identifying personal and team opportunities for continuous growth.

Skills And Abilities

• Proficiency in MS Office Suite (Word, Excel, Outlook).
• Dispatch/business management software familiarity is a plus.
• Excellent documentation, multitasking, and time management skills.
• Strong attention to detail and process orientation.
• Commitment to collaboration and team support.
• Comfortable navigating a fast-paced, multitasking environment.
• Strong written and verbal communication skills.
• Professionalism in customer interaction and internal communication.

Education And Experience

• A High School Diploma or GED is required.
• A Technical or Associates degree is preferred.
• Prior customer service experience is required.
• Prior experience in HVAC, Plumbing, or Electrical industries is preferred.
• Experience in scheduling or dispatch functions is a strong plus.