HVAC Service Coordinator (Service Titan) & Dispatch Lead

CM-Connecticut; Connecticut; On-site; USD 34,000 - 39,000; Full time

Job summary

CM-Connecticut is seeking an on-site HVAC Service Coordinator in Wolcott, CT to act as the primary liaison among customers, field technicians, and management. You will schedule, dispatch, and coordinate service calls while ensuring accurate work order processing and efficient use of resources.

The role emphasizes customer satisfaction, timely communication, and support for the field service team. Requires Service Titan experience and strong administrative and multitasking skills.

Qualifications

• 2+ years' experience in HVAC, plumbing, electrical, or a service-based industry.
• Strong administrative, scheduling, and customer service skills.
• Familiarity with permit processes and local municipality requirements (preferred).
• Experience with Service Titan
• Attention to detail and ability to manage multiple priorities.
• Professional communication skills - both written and verbal.

Responsibilities

• Create, review, and close out work orders in Service Titan.
• Verify job details (customer information, equipment, warranty, maintenance agreements).
• Ensure accurate coding for labor, parts, and warranties.
• Collect and enter purchase orders or authorization numbers when required.
• Apply for and track permits for HVAC installations, replacements, and service jobs.
• Communicate with municipalities to ensure timely permit approvals and inspections.
• Maintain organized records of permit status, expirations, and follow-up requirements.
• Assign and dispatch service technicians based on skill set, availability, and location.
• Monitor technician workloads and adjust schedules to maximize efficiency.
• Track work orders in Service Titan
• Maintain a daily/weekly service calendar.
• Answer inbound service calls, emails, and portal requests from customers.
• Schedule service appointments, providing accurate arrival windows.
• Communicate with customers regarding delays, reschedules, and service updates.
• Handle customer concerns promptly and escalates issues to the Service Manager as needed.
• Register warranties for new installations with manufacturers.
• Ensure warranty documentation is complete, accurate, and provided to customers.
• Track expiration dates and warranty terms for future service coordination.
• Create, renew, and track residential or light commercial maintenance agreements.
• Follow up with customers about expiring or lapsed agreements.
• Coordinate with technicians and customers to schedule maintenance visits.
• Assist with timecard verification and approval for assigned service technicians.
• Maintain records of service agreements, preventative maintenance schedules, and recurring visits.
• Generate daily, weekly, or monthly service performance reports.
• Support billing and collections by ensuring all documentation is complete and timely.
• Provide technicians with job details, directions, and special instructions.
• Track technician progress and support them with parts ordering, job notes, or customer communications.
• Coordinate with warehouse and parts team to ensure required materials are available.
• Facilitate communication between the service team and management.

Skills

Administrative skills

Scheduling

Customer service

Service Titan experience

Multitasking

Communication

Tools

Service Titan

Job description

CM-Connecticut is seeking an on-site HVAC Service Coordinator in Wolcott, CT to act as the primary liaison among customers, field technicians, and management. You will schedule, dispatch, and coordinate service calls while ensuring accurate work order processing and efficient use of resources.

The role emphasizes customer satisfaction, timely communication, and support for the field service team. Requires Service Titan experience and strong administrative and multitasking skills.