Contracts & Quoting Support Coordinator

Job TypeFull-timeDescriptionContracts & Quoting Support Coordinator - HVAC Service Operations DepartmentLocation: Charlotte, NCDepartment: Service OperationsReports To: SupervisorPosition SummaryThe Contracts & Quoting Support Coordinator is a critical role within the Service Operations Department and will be responsible for managing the full lifecycle of repair quotes while supporting the overall customer experience for our contract accounts.This position ensures that repair opportunities are thoroughly reviewed, accurately quoted, and consistently followed through from technician recommendation to customer approval and after completed repair. This position works closely with technicians, service managers, coordinators, and vendors to ensure nothing falls through the cracks and that our customers receive a high level of communication, transparency, and service.While this role will initially focus on mastering the repair quoting process, as proficiency is achieved, responsibilities will expand to include contract customer support, account health monitoring, and participation in renewal preparation.RequirementsKey ResponsibilitiesQuote & Approval ManagementManage and track all open service and repair quotes from creation through customer decision.Research and source part availability, lead times, and pricing to support accurate quoting and scheduling.Follow up with customers regularly to secure approvals, declines, questions or clarifications.Flag high-dollar repairs that may warrant replacement discussions and coordinate with managers for proposals.Ensure quotes are complete and accurate, with clear pricing, labor estimates, and supporting documentation before submitting for Ops Approval.Technician & Customer CommunicationMaintain regular communication with technicians to confirm quotes are thorough, detailed, and include supporting photos, scope of work notes, and all required parts and materials.Verify repair details with technicians to reduce errors, missed items, or delays in approvals.Provide customers with professional, timely updates on quote status.Conduct post-service follow-ups with customers to confirm satisfaction and address any outstanding needs.Contract Customer & Experience OversightConduct regular customer check-ins to ensure satisfaction with service delivery, scheduling, and communicationConfirm customers are receiving service reports and understand completed workGather customer feedback, including satisfaction ratings and referral likelihoodIdentify and escalate at-risk accounts based on feedback, unresolved issues, or service concernsMonitor open repair recommendations and outstanding quotes for customersAssist in preparing contract performance summaries for renewal discussionsEnsure customers have a clear point of contact and consistent communicationOperational & Coordinator BackupProvide backup coverage for service coordinators as needed (e.g., scheduling, call handling, PO review and submission).Chase down purchase orders, warranties, and customer approvals to keep jobs moving.Prepare weekly reports on open quotes, declined work, and repair-vs-replace outcomes.Qualifications2+ years of experience in inside sales, customer service, or service operations (HVAC or related industry preferred).Strong communication skills for working with customers, technicians, vendors, and internal teams.Detail-oriented with excellent organizational skills and ability to multitask in a fast-paced environment.Experience in ERP/CRM systems, Microsoft Office (Excel, Outlook) and Smartsheets a plusKnowledge of HVAC systems, service terminology, and parts sourcing a plus.