Service Coordinator

FirstCall Group; Boston (MA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive weekly pay

Healthcare coverage (Medical, Dental,

Vision

401(k) with 5% match

Paid time off

Career development programs

Referral bonus $2,500 per referral

Company vehicle/allowance

Phone allowance

Uniforms and boot allowances

Job summary

FirstCall Mechanical in Boston, MA is seeking an experienced Customer Service Representative to join our fast-growing team. You will handle initial customer contacts with a strong service mindset, maintain accurate records in our internal software, and support dispatch with scheduling and quotes.

We value a can-do attitude, 1–3 years of related experience, and proficiency with Microsoft Office. Benefits include comprehensive healthcare, a 401(k) with match, paid time off, and employee

Qualifications

• Minimum 1-3 years of related experience.
• Proficient with Microsoft Office products.
• Able to pass a background check.
• Past customer service experience is helpful.

Responsibilities

• Answer initial customer phone calls with a strong customer-service focus and a quality orientation.
• Demonstrate an ability to create a positive experience during every customer contact.
• Directly responsible for maintaining customer records through internal software
• Consistently follow up and follow through with quotes daily, plan and prioritize. Expedite parts as needed. Keep the customer and the Service Operations team apprised of the delivery. Track and continually improve our quote win rate
• Assist dispatch with scheduling service calls and follow up repairs.
• Solicit and message out customer feedback for positive reinforcement and learning opportunities
• Be an active participant in weekly Service Operations Meeting, especially regarding quote win rate and ideas to improve our customer service
• Participate in the rotation of Administrators-On-Call

Skills

Customer service

Tools

Microsoft Office

Job description

WHO IS FIRSTCALL MECHANICAL?

LC Anderson is a commercial HVACR company based in Boston. Founded in 1943, LC Anderson services various customers across the greater Boston area. Founded in 1943, LCA partnered with FirstCall Mechanical in 2025.

A FirstCall Mechanical Company

CUSTOMER SERVICE REPRESENTATIVE

Location: Boston, MA

WHO IS FIRSTCALL MECHANICAL?

FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. FirstCall serves a wide array of facility and customer types, including distribution centers, industrial plants, universities, airports, healthcare facilities, self-storage units, and more. With approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas, FirstCall is committed to building durable partnerships. The company is actively expanding its operations nationwide and partnering with organizations that share its dedication to quality and customer satisfaction.

FirstCall Mechanical not only partners with companies to nurture growth in the market, but also provides equal focus on employee growth and development as well. We believe when YOU succeed, we all succeed, so we strive to be the first call for talented team members who want a career, not just a job.

Benefits Overview

• Competitive Weekly Pay
• Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
• Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
• Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans
• Career Growth & Development- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
• Generous Referral Bonus of $2,500 per referral
• Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances

Position Overview

We are currently seeking an experienced Customer Service Representative to join the fast-growing team. The ideal candidate will have a can-do attitude and strong problem- solving skills, as well as a high level of customer service.

Job Responsibilities

• Responsible for answering initial customer phone calls with a strong customer-service focus and a quality orientation.
• Demonstrate an ability to create a positive experience during every customer contact.
• Directly responsible for maintaining customer records through internal software
• Consistently follow up and follow through with quotes daily, plan and prioritize. Expedite parts as needed. Keep the customer and the Service Operations team apprised of the delivery. Track and continually improve our quote win rate
• Assist dispatch with scheduling service calls and follow up repairs.
• Solicit and message out customer feedback for positive reinforcement and learning opportunities
• Be an active participant in weekly Service Operations Meeting, especially regarding quote win rate and ideas to improve our customer service
• Participate in the rotation of Administrators-On-Call

Accountabilities

• Scheduling & Dispatching
• Customer Service & Communication
• Work Order & Documentation Management
• Compliance & Safety
• Administrative & Reporting Responsibilities

ORGANIZATIONAL ALIGNMENT

This position reports to the local Manager of Operations and has a responsibility to the entire service team and all of our customers.

Qualifications

• Minimum 1-3 years of related experience
• Proficient with Microsoft Office products
• Able to pass a background check
• Past customer service experience is helpful