Service Coordinator
E.R. Services, Charlotte, NC, United States
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 routing
Dispatch technicians and manage real-time schedule adjustments to optimize productivity and efficiency
Serve as a primary point of contact for customers, providing updates on job status, arrival times, and service details
Create, update, and maintain work orders in ServiceTitan (or CRM system) with accurate job information
Communicate job scope, materials, and special instructions to field technicians
Monitor job progress and proactively address scheduling conflicts or delays
Support revenue generation by ensuring jobs are properly scheduled, completed, and closed out in a timely manner
Coordinate with parts/vendors to ensure materials are available for scheduled work
Assist with invoicing support, job costing accuracy, and basic billing inquiries
Maintain strong communication with Service Manager regarding operational issues, capacity, and workforce needs
Follow up with customers post-service to confirm satisfaction and resolve any outstanding concerns
Ensure adherence to company policies, safety standards, and service expectations
SCHEDULE
Monday–Friday, 7:30 AM – 4:30 PM
ADDITIONAL 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 preferred
Strong organizational and multitasking skills in a fast-paced environment
Excellent communication and customer service skills
Ability to problem-solve and make real-time decisions under pressureProficiency in Microsoft Office and CRM systems
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KEY RESPONSIBILITIES
Coordinate and schedule service appointments based on technician availability, skillset, and geographic routing
Dispatch technicians and manage real-time schedule adjustments to optimize productivity and efficiency
Serve as a primary point of contact for customers, providing updates on job status, arrival times, and service details
Create, update, and maintain work orders in ServiceTitan (or CRM system) with accurate job information
Communicate job scope, materials, and special instructions to field technicians
Monitor job progress and proactively address scheduling conflicts or delays
Support revenue generation by ensuring jobs are properly scheduled, completed, and closed out in a timely manner
Coordinate with parts/vendors to ensure materials are available for scheduled work
Assist with invoicing support, job costing accuracy, and basic billing inquiries
Maintain strong communication with Service Manager regarding operational issues, capacity, and workforce needs
Follow up with customers post-service to confirm satisfaction and resolve any outstanding concerns
Ensure adherence to company policies, safety standards, and service expectations
SCHEDULE
Monday–Friday, 7:30 AM – 4:30 PM
ADDITIONAL 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 preferred
Strong organizational and multitasking skills in a fast-paced environment
Excellent communication and customer service skills
Ability to problem-solve and make real-time decisions under pressureProficiency in Microsoft Office and CRM systems
#J-18808-Ljbffr