Service Coordinator

Firstcall Mechanical Group; Boston (MA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Competitive Weekly Pay

Comprehensive Healthcare Coverage -醫療、

401(k) Retirement Savings Plan with 5%

Paid Time Off

Career Growth & Development

Referral Bonus $2,500 per referral

Company vehicle or allowance

Mobile phone allowance

Uniforms

Work boot allowances

Job summary

FirstCall Mechanical Group in Boston, MA is seeking an experienced Customer Service Representative to handle front-line inquiries, maintain records, and support service operations. The role emphasizes a high standard of customer care and teamwork.

The position offers hourly pay of $30.00-$35.00, comprehensive benefits, 401(k) with match, paid time off and career development programs, with opportunities to grow within a nationwide HVAC services company.

Qualifications

• Minimum 1-3 years of related experience.
• Past customer service experience is helpful.
• Effective verbal and written communication skills.
• Proficient with Microsoft Office products.

Responsibilities

• Answer initial customer calls with a strong customer-service focus.
• Create positive experiences during every customer contact.
• Maintain customer records through internal software.
• Follow up on quotes daily; expedite parts and keep stakeholders informed.
• Assist dispatch with scheduling service calls and follow-up repairs.
• Solicit and relay customer feedback for improvement.
• Participate in weekly Service Operations meetings about quotes and service quality.
• Rotate Administrators-On-Call as needed.

Skills

Customer service experience

Communication skills

Organization

Tools

Microsoft Office

Job description

Job Details: Level: Entry

Job Location: LC Anderson Inc - Brighton, MA 02135

Salary Range: $30.00 - $35.00 Hourly

A FirstCall Mechanical Company

CUSTOMER SERVICE REPRESENTATIVE

Location: Boston, MA

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.

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
• Previous industry experience a plus.
• Effective verbal and written communication skills.
• Comfortable working in a fast-paced office environment

BEHAVIORAL PROFILE

Language & Communication Skills

Communicates clearly and professionally with customers, technicians, and management. Listens actively and responds to customer inquiries with patience.

Reasoning Ability

Quickly assesses urgent situations, such as emergency service requests or schedule changes, and finds the best solutions.

Environmental Requirements

Primarily works in the office, coordinating service calls, managing schedules, and handling administrative tasks. May need to work in a shared office space with other coordinators.

Physical Demands

Requires extended periods of sitting while on a computer, answering phones, and managing scheduling systems. May need to move around the office to communicate with team members, retrieve documents, or check inventory. Occasionally required to lift office supplies, files, or small HVAC-related parts (typically under 20 lbs.).

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.