About Job

Job Description

Position/ Job Title:

Service Coordinator

Location:

x Corona (Rimpau) _______________

Remote/Hybrid Work Eligible:

☐ Yes x No

Reports To:

Service Manager

compensation range:

$60,100-$87,100 Annually

FLSA Exemption:

Exempt x Non-exempt

Date Created:

5/20/2025

Approved by:

Service Manager

PURPOSE

The purpose of the Service Coordinator role is to manage a portfolio of recurring planned maintenance contracts (PMCs). Responsibilities include customer service, scheduling service technicians to accomplish the required maintenance, dispatching, assisting the onsite service technicians with pull-through sales and execution (repairs outside the contract scope), and billing. This role requires strong organizational skills, attention to detail, and the ability to communicate effectively with both customers and technicians. The Service Coordinator will also manage invoicing, process payments, and assist with customer service inquiries related to billing.

ESSENTIAL FUNCTIONS

The examples of functions listed in this job description are representative, but not necessarily exhaustive, of any one position in this job classification, and other duties may be assigned as necessary.

Dispatching:

Schedule and dispatch HVAC service technicians to customer locations based on service contract requirements, other requests and technician availability.
Prioritize and manage multiple service calls efficiently, ensuring optimal use of technician time and resources.
Communicate job details to technicians, including address, job scope, and special instructions.
Track job progress and update customers on the status of their service ; follow up on outstanding open calls and close out all calls on a daily basis.
Update the service software platform with work orders identifying the service to be performed.
Open purchase orders in the platform.

Accounts Receivables (AR) and Accounts Payables (AP):

Prepare and send invoices to customers for completed service work.
Ensure accurate job costs and billing by verifying service work, parts used, and labor hours.
Monitor AR aging, following up on past-due accounts.
Process payments and follow up on outstanding invoices.
Handle customer inquiries and disputes related to billing in a professional manner.
Maintain accurate records of all financial transactions related to service work.

Customer Service:

Respond to customer calls and emails regarding service requests, scheduling, and billing.
Provide estimates for additional service work and explain billing procedures to customers.
Obtain all necessary purchase orders/approvals from customers for work being performed
Address customer complaints or concerns, escalating to management as necessary.
Ensure a high level of customer satisfaction by providing timely and accurate information.

Administrative

Setup new clients and PMCs sold in the software platform, scheduling all work from start to finish, and automated invoicing (typically quarterly and in advance each quarter).
Maintain organized records of service work, invoices, payments, and customer interactions.
Upload all pertinent documents to each new PMC in the software platform.
Assist in preparing reports on service operations, technician productivity, and billing accuracy.
Support the HVAC service department with other administrative tasks as needed.
Maintain accurate records of technician schedules, job assignments, and service reports; ensure service technician’s time cards are accurate and approved on a daily basis.
Assists in training service technicians on time cards and software tools.
Assist Service Manager with PMC metrics (contract/site/technician profitability, etc.)

COMPETENCIES

· : Knowledge of company safety policies. Ability to identify opportunities to minimize workplace health and safety hazards.

· : Maintains focus on outcomes; is initiative-taking and goal oriented; concentrates on meeting objectives, delivering to the required time, holds performance as more important than process; sets specific, measurable goals, and takes efficient action to accomplish success.

· : Consistently makes effective, timely, and sound decisions; solicits information from multiple sources prior to making a judgment when appropriate; addresses goals, resources, and intangibles; considers implications and contingency plans associated with all decisions.

· : Demonstrates highly efficient time management skills with keen attention to detail; adept at multi-tasking to accomplish goals; demonstrates clear diligence; remains organized; precise documentation and risk analysis are critical for project outcomes.

· : Executes all project activities with the client in mind. Excellent written and verbal communication skills to consistently exceed client expectations; keep project managers well-informed to enable their client success, listen attentively to address and proactively mitigate project concerns.

· : Collaboration with, and support to others in such a way that work relationships are improved and morale is increased; is approachable; has effective communication skills. Self-motivation and steadfastness.

KNOWLEDGE , SKILLS AND ABILITIES

· Proficient in using service software (such as ServiceTitan).

· Strong organizational and multitasking skills as well as knowledge of office administration and procedures.

· Knowledge of relevant computer applications including Microsoft Office products

· Knowledge of service technician scheduling and time management

· Knowledge of basic service accounting (invoicing, AR, AP, job costing, certified payroll, etc)

· Excellent communication skills, both written and verbal, and professional phone etiquette

· Ability to work well under pressure and in a fast-paced environment.

· Strong problem-solving and decision-making skills

· Attention to detail and accuracy in billing and record-keeping.

· Knowledge of HVAC systems and terminology is a plus. Must be able to work flexible hours as needed.

EDUCATION/EXPERIENCE

High school diploma or equivalent required. Additional coursework in business administration, accounting, or a related field is preferred. Associates or Bachelors Degree preferred.
Minimum of 3-5 years of experience in customer service required, preferably HVAC service.
Experience in ServiceTitan and Foundation software platforms preferred.

ESSENTIAL PHYSICAL REQUIREMENTS

The physical characteristics described here are representative of those that must be met by an employee to successfully perform the functions required by this job classification. Reasonable accommodation may be made to enable an individual with qualified disabilities to perform the functions of this job classification, on a case-by-case basis.

: Sitting, repetitive use of hands to operate computers, printers, and office equipment, standing, bending and stooping, twisting of waist side-to-side, turning and flexion of the neck, lifting and carrying objects weighing up to 20 pounds; normal manual dexterity and hand-eye coordination; corrected hearing; specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus and vision to normal range.

: Work is in an office environment with associated noise, space, and computer screen exposure. Frequent travel to various job sites, external sites, and meetings is expected as part of this position.

SPECIAL NOTES, LICENSES AND CERTIFICATIONS

· : A valid class C driver’s license, which must be maintained throughout employment in this job classification, is required at the time of appointment. Employees in this job classification may be required to use their own vehicle.

· : English communication skills are required of this position.

· : 7 am to 4 pm Monday through Friday.

KEY PERFORMANCE INDICATORS (post weekly by 3pm each friday):

· # PMCs that are contractually past due (goal = 0)

· # PMCs emergency call responses beyond contractual time limit (goal = 0)

· Service Technician field utilization rate (goal > 95%)

· PMC annual renewal rate (goal > 95%)

· PMC pull-through ratio (goal > 3.0)

Job Type: Full-time

Pay: $28.84 - $41.85 per hour

Expected hours: 40 per week

Benefits: