Proactive Service Coordinator - HVAC & Fire Alarm Dispatch

Keyes North Atlantic; Newton (MA); On-site; USD 50,000 - 65,000; Full time

Job summary

Keyes North Atlantic is seeking a Service Coordinator in Newton, MA to support a dynamic service department handling residential HVAC and commercial fire alarm/electrical work. You will coordinate calls, dispatch technicians, manage parts, and maintain CRM records to ensure efficient, high-quality service delivery.

Ideal candidates will demonstrate strong communication, proactive problem-solving, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Experience in customer service and dispatch coordination.
• Strong communication skills for internal and external stakeholders.
• Ability to manage schedules and prioritise urgent requests.

Responsibilities

• Handle customer calls and urgent requests with timely solutions.
• Initiate and maintain proactive communication with customers.
• Prioritise key accounts to meet their needs promptly.
• Learn service call types and assign to technicians accordingly.
• Plan service visits, schedule field work, and ensure parts are ordered.
• Maintain clear communication with customers, technicians, and teams.
• Proactively identify issues and improve satisfaction and efficiency.
• Accurately document customer information and service details in CRM.
• Schedule and dispatch field technicians to locations for timely service.
• Manage daily schedule and communicate changes to customers and technicians.
• Monitor field work to ensure alignment with expectations.
• Provide general office support and maintain data integrity.
• Order, track, and communicate about parts for service calls.
• Review technician paperwork to support billing and payroll.

Skills

Customer service

Dispatch coordination

Scheduling

CRM documentation

Tools

CRM software

Job description

Keyes North Atlantic is seeking a Service Coordinator in Newton, MA to support a dynamic service department handling residential HVAC and commercial fire alarm/electrical work. You will coordinate calls, dispatch technicians, manage parts, and maintain CRM records to ensure efficient, high-quality service delivery.

Ideal candidates will demonstrate strong communication, proactive problem-solving, and the ability to manage multiple priorities in a fast-paced environment.