Service Coordinator

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

Join an employee-oriented, innovative, and industry-leading company!

Keyes is known for the quality of its employees, men and women who are happy and successful here.

• As a leading mechanical systems contractor, Keyes is known for innovative design and welcomes prospects who seek to work in a creative environment.
• We are known for strong customer relationships based on trust earned over years of working together. We seek men and women who bring both professional skills and an understanding of the importance of relationships.
• We are known for a corporate culture that values every employee. We are a team that cares about each other and that supports growth and success as individuals and as a company.

Location: Newton, MA

Remote Status: On-Site

Job Id:129

# of Openings:1

SERVICE COORDINATOR

Position Overview: We are seeking a dynamic and proactive Service Coordinator to join our team. Our service department consists of both residential HVAC and Commercial Fire Alarm/ Electrical services. We are looking for a Service Coordinator to provide exceptional customer service and administrative support for our Service Department.

The Service Coordinator will be responsible for parts ordering and daily call review, small quotes, dispatching, customer service, and general technician oversight.

This role requires excellent communication skills, forward-thinking abilities, and a self-starter attitude. Quick learning abilities, and a proactive approach to understanding service call types, industry and parts knowledge, as well as prioritizing key accounts and jobs.

Key Responsibilities

Handling Customer Calls and Incoming Communication

Take incoming calls from customers, especially those requiring urgent attention, and provide timely and effective solutions.

Customer Interaction

Initiate and maintain outgoing and interactive communication (written and verbal) with customers to keep them informed of how the company is responding to their needs.

Customer Prioritization

Identify and prioritize important customers to ensure their needs are met promptly and effectively.

Service Call Assessment

Quickly learn and understand the types of service calls that can be dispatched to specific technicians based on their expertise and availability.

Visit Planning

Create service visit for customer service requests, including scheduling field work, conducting needed research, and ensuring parts are ordered to maximize customer satisfaction.

Communication

Maintain clear, professional, and effective communication with customers, technicians, and internal teams.

Problem-Solving

Proactively identify potential issues and implement solutions to enhance customer satisfaction and operational efficiency.

Documentation

Accurately record and update customer information, interactions, service details, and follow-up actions in the company's CRM system.

Dispatching Technicians

Efficiently schedule and coordinate the dispatch of field technicians to customer locations, ensuring prompt and accurate service calls.

Schedule Management

Schedule, manage, adapt, and communicate changes in the daily schedule to customers and technicians to ensure successful conclusions to all service calls.

Field Monitoring

Monitor technicians in the field to ensure work is proceeding according to customer expectations.

Administrative & Office Support (10%)

Promote and schedule Maintenance Visits

Evaluate past customer history to accurately determine the time and personnel required for scheduling maintenance visits.

Provide general office support

to the service team, including document management and scheduling assistance.

Ensure Data Integrity

Review daily, weekly and monthly reports to ensure customer information including assets and asset service history is accurate.

Parts Management

Order, track, and return service parts needed for service calls. Provide proper communication to the field when parts are on the shelf and ready to be picked up.

Review and Documentation

Conduct daily reviews of field technician paperwork to support accurate and timely billing and payroll, addressing or highlighting issues with field technicians or supervisors.

Collaborate

with the accounting team to address invoice questions, discrepancies, and necessary adjustments.

Parts ordering and follow Up

Review technician notes and order the correct parts needed for a follow up visit when necessary.

Additional role requirements

• Contribute to Company Culture: Maintain positive, supportive relations with all staff.
• Continuous Improvement: Stay informed about industry trends and best practices to continuously improve service delivery and customer experience.
• Team Collaboration: Work collaboratively with team members to improve processes and procedures, contributing to a culture of continuous improvement.
• Fast-paced and intense in an open office environment.