Service Coordinator

POSITION SUMMARY:The Service Coordinator supports daily service operations by coordinating scheduling, dispatch, and communication between customers, technicians, and internal teams. This role ensures efficient job flow, accurate documentation, and a high level of customer service while supporting revenue and operational performance.KEY RESPONSIBILITIES:Coordinate and schedule service appointments based on technician availability, skillset, and geographic routingDispatch technicians and manage real-time schedule adjustments to optimize productivity and efficiencyServe as a primary point of contact for customers, providing updates on job status, arrival times, and service detailsCreate, update, and maintain work orders in ServiceTitan (or CRM system) with accurate job informationCommunicate job scope, materials, and special instructions to field techniciansMonitor job progress and proactively address scheduling conflicts or delaysSupport revenue generation by ensuring jobs are properly scheduled, completed, and closed out in a timely mannerCoordinate with parts/vendors to ensure materials are available for scheduled workAssist with invoicing support, job costing accuracy, and basic billing inquiriesMaintain strong communication with Service Manager regarding operational issues, capacity, and workforce needsFollow up with customers post-service to confirm satisfaction and resolve any outstanding concernsEnsure adherence to company policies, safety standards, and service expectationsSCHEDULE: Monday–Friday, 7:30 AM – 4:30 PMADDITIONAL REQUIREMENTS: Participation in a rotational on-call schedule, including evenings and weekends, is required. Additional compensation is provided for on-call coverage.QUALIFICATIONS:2+ years of experience in dispatch, scheduling, or service coordination (plumbing/HVAC preferred)Experience with ServiceTitan or similar field service management software preferredStrong organizational and multitasking skills in a fast-paced environmentExcellent communication and customer service skillsAbility to problem-solve and make real-time decisions under pressureProficiency in Microsoft Office and CRM systemsKEY COMPETENCIES:Time management and prioritizationAttention to detail and accuracyCustomer focus and professionalismOperational awareness and urgencyTeam collaboration and communication