HVAC Service Coordinator

Northstar Refrigeration, Inc.; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

Northstar Refrigeration, Inc. is seeking an organized HVAC Service Operations Coordinator to act as the operational hub of the HVAC Service Department.

You will coordinate technicians, manage service schedules, monitor active jobs, and serve as the primary communication bridge between customers and our field team. Success requires strong communication, juggling multiple priorities, and delivering an outstanding customer experience in a fast-paced New England environment.

Qualifications

• 3+ years of experience in service coordination, dispatching, project coordination, or operations.
• Excellent verbal and written communication.
• Strong organizational and multitasking skills.
• High attention to detail and follow-through.
• Proficiency with Microsoft Office and computer-based scheduling systems.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Coordinate daily schedules for HVAC service technicians and plan labor/resources to maximize productivity.
• Prioritize emergency service calls while maintaining scheduled work and adjust schedules as needs change.
• Monitor active service calls from dispatch through completion and ensure accurate work orders.
• Provide secondary phone coverage and maintain customer records and scheduling information.
• Support the Director of HVAC Operations with department priorities and special projects.

Skills

Organizational skills

Multitasking

Verbal and written communication

Attention to detail

Prioritization in fast-paced env.

Tools

Microsoft Office

Scheduling software

Job description

Northstar Refrigeration is a growing commercial HVAC and refrigeration contractor serving customers throughout New England. We specialize in commercial HVAC, refrigeration, mechanical construction, preventative maintenance, and emergency service. Our culture is built on accountability, teamwork, customer service, and continuous improvement.

We're looking for an organized, proactive professional who enjoys solving problems, coordinating people, and keeping operations running smoothly.

Position Summary

The HVAC Service Operations Coordinator is the operational hub of our HVAC Service Department. This role is responsible for coordinating technicians, managing service schedules, monitoring active jobs, and serving as the primary communication bridge between customers and our field team.

Success in this position requires someone who thrives in a fast-paced environment, communicates exceptionally well, and enjoys balancing multiple priorities while delivering an outstanding customer experience.

Key ResponsibilitiesService Operations & Scheduling

• Coordinate daily schedules for HVAC service technicians.
• Plan labor and material resources to maximize technician productivity.
• Prioritize emergency service calls while maintaining scheduled work.
• Adjust schedules throughout the day as customer needs and priorities change.
• Coordinate return visits and follow-up work.

Job Monitoring

• Monitor active service calls from dispatch through completion.
• Review technician progress and job status throughout the day.
• Ensure work orders contain accurate information and are updated promptly.
• Identify scheduling conflicts and resolve operational issues before they impact customers.
• Coordinate with management regarding project priorities and technician utilization.
• Serve as the primary communication bridge between customers and field technicians.
• Provide customers with scheduling updates, technician arrival information, and job status.
• Support technicians with scheduling, customer communication, and operational needs.
• Maintain professional communication while resolving scheduling challenges and customer concerns.

Service Quoting

• Assist in converting quoted work into scheduled service.

Administrative Support

• Provide secondary phone coverage for incoming customer calls.
• Maintain accurate customer records, work orders, and scheduling information.
• Coordinate documentation required for job completion and billing.
• Support the Director of HVAC Operations with department priorities and special projects.

What Success Looks Like

A successful HVAC Service Operations Coordinator:

• Keeps technicians productive and efficiently scheduled.
• Maintains excellent communication with customers and field staff.
• Anticipates scheduling conflicts before they become problems.
• Delivers accurate and timely service quotations.
• Helps improve technician utilization and department profitability.
• Creates an exceptional customer experience from the initial phone call through job completion.

QualificationsRequired

• 3+ years of experience in service coordination, dispatching, project coordination, or operations.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication.
• High attention to detail and follow-through.
• Proficiency with Microsoft Office and computer-based scheduling systems.
• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred

• Commercial HVAC, refrigeration, plumbing, electrical, mechanical, or construction industry experience.
• Experience with BuildOps or similar field service software.
• Knowledge of technician scheduling and dispatch operations.

Why Join Northstar?

At Northstar, you'll be more than a dispatcher—you'll be a critical part of our operations team. You'll work alongside experienced professionals who value accountability, teamwork, and continuous improvement while helping deliver outstanding service to commercial customers throughout New England.

If you're organized, thrive under pressure, enjoy coordinating people and resources, and want to build a long-term career with a growing company, we'd love to hear from you