Service Operations Coordinator
Century Mechanical Holdings, Cape Coral, FL, United States
Benefits
401(k) matching
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Position Summary
The 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 Responsibilities
Dispatch & Scheduling Operations
Schedule, dispatch, and monitor service technicians daily using ServiceTitan
Optimize routes and job assignments based on technician skill level, location, urgency, and capacity
Respond to same-day service changes, emergency calls, and schedule disruptions
Communicate job details, customer notes, special instructions, and safety requirements to technicians
Track technician status (en route, on site, completed, follow-up required)
Service Management System Administration (ServiceTitan)
Maintain accurate job, customer, asset, and service agreement data
Ensure technicians properly close jobs, enter notes, time, materials, and photos
Review invoices, pricing, and job costing for accuracy prior to posting
Manage service agreement workflows, renewals, and maintenance scheduling
Support reporting related to KPIs such as response time, first‑time fix rate, revenue per call, and call volume
Office Operations Oversight
Oversee daily front-office activities including call flow, customer communications, and administrative support
Ensure phones, dispatch coverage, and office staffing are aligned with service demand
Coordinate workflow between CSR, dispatch, service management, and accounting teams
Support onboarding and system training for new office and field employees
Maintain office organization, documentation, and standard operating procedures (SOPs)
Customer Experience & Communication
Serve as escalation point for customer service issues related to scheduling or service execution
Communicate professionally with customers regarding arrival windows, delays, and follow‑ups
Ensure consistent application of service standards and customer communication protocols
Support resolution of billing or service discrepancies in coordination with management
Field & Operations Support
Act as a liaison between field technicians and management
Assist Service Manager with daily operational reporting and workload planning
Monitor productivity, overtime trends, and capacity utilization
Ensure compliance with company policies, safety procedures, and system requirements
Reporting & Administrative Support
Generate daily, weekly, and monthly operational reports from ServiceTitan
Track KPIs related to dispatch efficiency, call completion, and revenue performance
Assist with payroll data verification related to time entries and job codes
Maintain accurate service records for audit and compliance purposes
Requirements
Required Qualifications
High 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 environments
Hands‑on experience with ServiceTitan
Strong understanding of dispatching, service workflows, and technician utilization
Proficiency in Microsoft Office (Excel, Outlook, Word)
Preferred Qualifications
Experience in a multi‑location or HoldCo environment
Familiarity with service agreements, maintenance plans, and job costing
Experience supporting payroll or timekeeping workflows
Prior supervisory or lead dispatcher experience
Skills & Competencies
Strong organizational and multitasking abilities
Calm, professional communication under pressure
Operational problem‑solving and decision‑making skills
Customer‑focused mindset with firm process enforcement
Attention to detail and system accuracy
Ability to work cross‑functionally with field and office teams
Physical & Work Environment Requirements
Office‑based role with extended periods of computer and phone use
Ability to manage high call and dispatch volume in fast‑paced environments
Occasional after‑hours availability for service escalations, as needed
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401(k) matching
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Position Summary
The 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 Responsibilities
Dispatch & Scheduling Operations
Schedule, dispatch, and monitor service technicians daily using ServiceTitan
Optimize routes and job assignments based on technician skill level, location, urgency, and capacity
Respond to same-day service changes, emergency calls, and schedule disruptions
Communicate job details, customer notes, special instructions, and safety requirements to technicians
Track technician status (en route, on site, completed, follow-up required)
Service Management System Administration (ServiceTitan)
Maintain accurate job, customer, asset, and service agreement data
Ensure technicians properly close jobs, enter notes, time, materials, and photos
Review invoices, pricing, and job costing for accuracy prior to posting
Manage service agreement workflows, renewals, and maintenance scheduling
Support reporting related to KPIs such as response time, first‑time fix rate, revenue per call, and call volume
Office Operations Oversight
Oversee daily front-office activities including call flow, customer communications, and administrative support
Ensure phones, dispatch coverage, and office staffing are aligned with service demand
Coordinate workflow between CSR, dispatch, service management, and accounting teams
Support onboarding and system training for new office and field employees
Maintain office organization, documentation, and standard operating procedures (SOPs)
Customer Experience & Communication
Serve as escalation point for customer service issues related to scheduling or service execution
Communicate professionally with customers regarding arrival windows, delays, and follow‑ups
Ensure consistent application of service standards and customer communication protocols
Support resolution of billing or service discrepancies in coordination with management
Field & Operations Support
Act as a liaison between field technicians and management
Assist Service Manager with daily operational reporting and workload planning
Monitor productivity, overtime trends, and capacity utilization
Ensure compliance with company policies, safety procedures, and system requirements
Reporting & Administrative Support
Generate daily, weekly, and monthly operational reports from ServiceTitan
Track KPIs related to dispatch efficiency, call completion, and revenue performance
Assist with payroll data verification related to time entries and job codes
Maintain accurate service records for audit and compliance purposes
Requirements
Required Qualifications
High 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 environments
Hands‑on experience with ServiceTitan
Strong understanding of dispatching, service workflows, and technician utilization
Proficiency in Microsoft Office (Excel, Outlook, Word)
Preferred Qualifications
Experience in a multi‑location or HoldCo environment
Familiarity with service agreements, maintenance plans, and job costing
Experience supporting payroll or timekeeping workflows
Prior supervisory or lead dispatcher experience
Skills & Competencies
Strong organizational and multitasking abilities
Calm, professional communication under pressure
Operational problem‑solving and decision‑making skills
Customer‑focused mindset with firm process enforcement
Attention to detail and system accuracy
Ability to work cross‑functionally with field and office teams
Physical & Work Environment Requirements
Office‑based role with extended periods of computer and phone use
Ability to manage high call and dispatch volume in fast‑paced environments
Occasional after‑hours availability for service escalations, as needed
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