Service Intake Coordinator

About the Role

Pro-Serv Facility Solutions is looking for a highly organized, energetic, and detail-driven Service Intake Coordinator to become the front door of our service operation. Pro-Serv provides commercial HVAC, refrigeration, cooking equipment, plumbing, hood/exhaust, and facility services throughout the Carolinas. We operate in a fast-paced service environment where customers depend on us when critical equipment goes down.

This is not just a receptionist position. The Service Intake Coordinator plays a critical role in our operation by receiving incoming service requests, gathering accurate information, creating work orders, and getting each call to the correct dispatch team quickly and accurately.

Responsibilities

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals, and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location, and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts, and authorization information.
• Identify emergency and priority service requests based on company procedures.
• Check for existing/open work orders to prevent duplicate calls.
• Review customer account notes and special service requirements.
• Attach customer emails, photos, POs, and supporting documentation to work orders.
• Route service requests to the correct Pro-Serv dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm their service request has been received.
• Assist customers with basic service-request and status questions.
• Maintain accurate call notes and documentation.
• Keep the service intake queue clean and organized.
• Work closely with Dispatch, Account Management, Field Operations, Estimating, and Billing.

What Success Looks Like

When you do this job well, our Dispatchers don't have to stop and figure out what the customer needs. They receive a complete service request containing the:

• Right Customer.
• Right Location.
• Right Contact.
• Right Equipment.
• Right Problem.
• Right Priority.
• Right Documentation.

That allows Dispatch to immediately focus on getting the right technician to the customer.

Requirements

We're looking for someone who:

• Has excellent phone and customer-service skills.
• Is extremely organized and detail-oriented.
• Can manage phones, emails, and multiple requests simultaneously.
• Works well in a fast-paced environment.
• Communicates clearly and professionally.
• Types quickly and accurately.
• Is comfortable learning new software.
• Can follow established processes consistently.
• Knows when something is urgent and needs immediate attention.
• Takes ownership instead of waiting for someone else to fix a problem.
• Works well as part of a team.
• Can remain calm when customers or situations become stressful.

Previous experience in dispatch, customer service, HVAC, refrigeration, commercial service, facilities management, or restaurant equipment service is a plus, but industry experience is not required for the right person.

Exclusions

The Service Intake Coordinator does not schedule technicians, troubleshoot equipment, prepare estimates, research parts, complete work orders, or invoice customers. Your responsibility is to make sure every new service request enters the Pro-Serv operation accurately, completely, and quickly.

Why Join Us

Pro-Serv is building something different. We're growing, improving our systems, and creating clear career paths for people who want more than just another office job. We believe in accountability, communication, teamwork, and giving strong performers opportunities to grow with the company. We're looking for people who want to contribute, take ownership, and help us continue building one of the strongest commercial service organizations in the Carolinas.

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance