Service Operations Coordinator $20-25ph + Benefits

DescriptionPosition SummaryThe Service Operations Coordinator is responsible for coordinating daily service operations, including dispatching field technicians, managing ServiceTitan workflows, and overseeing day-to-day office activities that support efficient service delivery. This role serves as the central point of communication between the field, office, customers, and leadership to ensure schedules are optimized, jobs are properly documented, and operational standards are consistently followed.This position requires strong organizational skills, operational judgment, customer service awareness, and a solid understanding of service management systems in a fast-paced trade environment.Essential Duties And ResponsibilitiesThe essential functions include, but are not limited to the following:Dispatch & Scheduling OperationsSchedule, dispatch, and monitor service technicians daily using ServiceTitanOptimize routes and job assignments based on technician skill level, location, urgency, and capacityRespond to same-day service changes, emergency calls, and schedule disruptionsCommunicate job details, customer notes, special instructions, and safety requirements to techniciansTrack technician status (en route, on site, completed, follow-up required)Service Management System Administration (ServiceTitan)Maintain accurate job, customer, asset, and service agreement dataEnsure technicians properly close jobs, enter notes, time, materials, and photosReview invoices, pricing, and job costing for accuracy prior to postingManage service agreement workflows, renewals, and maintenance schedulingSupport reporting related to KPIs such as response time, first-time fix rate, revenue per call, and call volumeOffice Operations OversightOversee daily front-office activities including call flow, customer communications, and administrative supportEnsure phones, dispatch coverage, and office staffing are aligned with service demandCoordinate workflow between CSR, dispatch, service management, and accounting teamsSupport onboarding and system training for new office and field employeesMaintain office organization, documentation, and standard operating procedures (SOPs)Customer Experience & CommunicationServe as escalation point for customer service issues related to scheduling or service executionCommunicate professionally with customers regarding arrival windows, delays, and follow-upsEnsure consistent application of service standards and customer communication protocolsSupport resolution of billing or service discrepancies in coordination with managementField & Operations SupportAct as a liaison between field technicians and managementAssist Service Manager with daily operational reporting and workload planningMonitor productivity, overtime trends, and capacity utilizationEnsure compliance with company policies, safety procedures, and system requirementsReporting & Administrative SupportGenerate daily, weekly, and monthly operational reports from ServiceTitanTrack KPIs related to dispatch efficiency, call completion, and revenue performanceAssist with payroll data verification related to time entries and job codesMaintain accurate service records for audit and compliance purposesRequirementsRequired QualificationsHigh school diploma or equivalent (Associate’s degree preferred)3–5 years’ experience in service operations, dispatch, or office coordination in HVAC, plumbing, electrical, or MEP environmentsHands-on experience with ServiceTitanStrong understanding of dispatching, service workflows, and technician utilizationProficiency in Microsoft Office (Excel, Outlook, Word)Preferred QualificationsExperience in a multi-location or Holdco environmentFamiliarity with service agreements, maintenance plans, and job costingExperience supporting payroll or timekeeping workflowsPrior supervisory or lead dispatcher experienceSkills & CompetenciesStrong organizational and multitasking abilitiesCalm, professional communication under pressureOperational problem-solving and decision-making skillsCustomer-focused mindset with firm process enforcementAttention to detail and system accuracyAbility to work cross-functionally with field and office teamsPhysical & Work Environment RequirementsOffice-based role with extended periods of computer and phone useAbility to manage high call and dispatch volume in fast-paced environmentsOccasional after-hours availability for service escalations, as needed