Service Coordinator

Horwitz; New Hope (MN); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Training and mentorship opportunities

Competitive benefits

Supportive workplace culture

Job summary

Horwitz is seeking a dedicated Service Coordinator to join their team in New Hope, Minnesota. This role requires excellent communication skills, a commitment to customer service, and the ability to manage technician schedules effectively. You will play a key part in maintaining high standards of service delivery while embodying Horwitz's core values.

The ideal candidate will have prior experience in customer service, preferably in HVAC, plumbing, or electrical industries. A positive attitude and a collaborative spirit are essential for this role.

Qualifications

• Proficiency in MS Office Suite required.
• High School Diploma or GED is mandatory.
• Customer service experience is essential.

Responsibilities

• Serve as primary contact for service requests.
• Maintain technician schedules and dispatch service teams.
• Monitor parts delivery and billing documentation.
• Identify service trends and recommend solutions.
• Contribute to a supportive team culture.

Skills

MS Office Suite proficiency

Excellent documentation skills

Strong attention to detail

Multitasking abilities

Strong writing and verbal communication

Customer interaction professionalism

Education

High School Diploma or GED

Technical/Associates degree

Tools

Dispatch/business management software

Job description

At Horwitz, we don’t just offer jobs—we build careers. For over 100 years, we’ve been a leader in HVAC, plumbing, electrical services, delivering exceptional service while fostering a supportive and innovative workplace. Joining our team means working with passionate professionals in a culture built on safety, accountability, professionalism, motivation, curiosity, and a can‑do attitude.

We’re committed to your growth with training, mentorship, and advancement opportunities. Along with competitive benefits—you’ll be part of a company that values its employees and makes a positive impact in the community. Join Horwitz and become part of a legacy of excellence and opportunity.

A Service Coordinator plays a critical role for establishing the Service brand Horwitz promises our customers. This role works closely with our Service Technician team to provide timely service, preventative maintenance and small project deliverables to Horwitz customers. The position includes frequent, daily direct contact with customers through phone/email and handles requests through our website. This position is aligned with Horwitz’s core values: Safety, Accountability, Professionalism, Motivation, a Can-Do attitude, and Curiosity.

Key Responsibilities

• Customer Service & Communication
  • Serve as a primary point of contact for inbound service requests via phone, email, and web inquiries.
  • Record service calls accurately, demonstrating tact, empathy, and professionalism with every interaction.
  • Refer repair or replacement requests to the appropriate Sales or Service resource promptly.
• Technician Scheduling & Dispatch
  • Maintain and update technician schedules daily to ensure optimal service coverage.
  • Dispatch service technicians in a timely, efficient manner to meet response expectations.
  • Monitor technician feedback and adjust schedules based on end‑of‑day updates and field conditions.
  • Track and log progress of open service calls, ensuring timely follow‑up and closure.
• Workflow & Coordination
  • Monitor and manage parts delivery status and schedule warehouse or courier coordination as needed.
  • Tag completed jobs for billing and coordinate documentation with internal accounting teams.
  • Collaborate with other Service Coordinators to triage workloads and prioritize Service Agreement customers.
• Operational Support & Process Improvement
  • Identify service trends or scheduling bottlenecks and proactively recommend solutions.
  • Ensure accurate data entry of customer, job, and payment information into service software.
  • Uphold internal processes and standards for operational efficiency, compliance, and customer satisfaction.
• Culture & Team Engagement
  • Actively contribute to a supportive and productive team culture.
  • Demonstrate daily alignment with Horwitz's cultural values.
  • Embrace a mindset of “Get better every day” by identifying personal and team opportunities for continuous growth.
• Other Duties
  • Perform other duties as assigned.
  • Conduct yourself in accordance with Horwitz core values: Safe, Accountable, Professional, Motivated, Can Do, and Curious.
  • Get better every day.

Skills and Abilities

• Proficiency in MS Office Suite (Word, Excel, Outlook).
• Dispatch/business management software familiarity is a plus.
• Excellent documentation, multitasking, and time management skills.
• Strong attention to detail and process orientation.
• Commitment to collaboration and team support.
• Comfortable navigating a fast‑paced, multitasking environment.
• Strong written and verbal communication skills.
• Professionalism in customer interaction and internal communication.

Education and Experience

• High School Diploma or GED required.
• Technical/Associates degree preferred.
• Prior customer service experience required.
• Prior experience in HVAC, Plumbing, or Electrical industries preferred.
• Experience in scheduling or dispatch functions is a strong plus.