Service Coordinator

Position Overview

We are currently seeking an experienced Commercial HVAC Service Coordinator to join the fast-growing team. The ideal candidate will have a can-do attitude and strong problem-solving skills, as well as a high level of customer service.

Job Responsibilities

• Answer telephones and relay calls and messages
• Speak with the customer, account managers, or technicians and create service calls as needed
• Review service work orders for spelling, grammar, and correctness; rewrite as necessary
• Correct additional billings that were missed on service work orders
• Schedule and dispatch work crew to the appropriate location according to customer's request, specification or needs
• Arranges for repairs that are needed for jobs that need to be scheduled by setting up time and date with the customer, and coordinates with others that are involved (cranes, deliveries, and other technicians)
• Identify that the technician is the best person for the job that the customer needs

Qualifications

• 1-3+ years of experience in dispatching
• Experience in HVAC or service industry strongly preferred
• Strong organizational and interpersonal skills, and able to work well within a team environment
• Capable of remaining patient and calm when dealing with frustrated technicians or clients
• Geographical knowledge of service area or map reading skills
• Maintains professional but friendly and outgoing demeanor
• Strong problem-solving skills
• Experience with BulidOps, a plus

Benefits Overview

FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including:

• Competitive Weekly Pay
• Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
• Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
• Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans
• Career Growth & Development- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
• Generous Referral Bonus of $2,500 per referral

Organizational Alignment

This position reports to the local Branch Leader and is responsible to the entire service team and all of our customers.

Behavioral Profile

• Communicates clearly and professionally with customers, technicians, and management
• Listens actively and responds to customer inquiries with patience
• Quickly assesses urgent situations, such as emergency service requests or schedule changes, and finds the best solutions

Environmental Requirements

• Primarily works in the office, coordinating service calls, managing schedules, and handling administrative tasks
• May need to work in a shared office space with other coordinators

Physical Demands

• Requires extended periods of sitting while on a computer, answering phones, and managing scheduling systems
• Occasionally required to lift office supplies, files, or small HVAC-related parts (typically under 20 lbs.)