Service Coordinator

Keyes North Atlantic, Inc.; Newton (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

Keyes North Atlantic, Inc. is seeking a proactive Service Coordinator to join our service team handling residential HVAC and commercial fire alarm/electrical services. You will deliver exceptional customer service, manage dispatch, and support administrative tasks across the service department.

The role requires strong communication, organization, problem-solving, and the ability to prioritize key accounts and jobs while coordinating with technicians and customers in a fast-paced environment.

Qualifications

• 2–3 years in administrative or customer service role.
• Excellent verbal and written communication skills.
• Strong organizational, communication, and problem-solving abilities.
• Proficiency with CRM software (Buildops, Inspectpoint) and MS Office.

Responsibilities

• Provide customer service and dispatch for residential HVAC and commercial service calls.
• Coordinate service visits, schedule field work, and ensure parts are ordered.
• Maintain accurate records in the CRM and communicate status to customers and technicians.
• Support billing processes by reviewing technician paperwork and responding to invoice questions.

Skills

Customer service

Communication

Organization

Problem-solving

Teamwork

Attention to detail

Independent work

Quick learning

Education

Associate’s degree

Tools

Buildops

Inspectpoint

CRM software

Excel

Word

Outlook

Job description

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

• Customer Service & Dispatch (45%): 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 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.

Service Visit Review & Billing Support (45%)

• 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.

Work Environment:

• Fast-paced and intense in an open office environment.
• Moderate noise level with occasional variations.
• Subject to continual interruptions and changing priorities.
• Effective, consistent, positive, and constant communication with customers, vendors, co-workers, and others required.

Minimum Qualifications:

• 2-3 years of experience in an administrative or customer service role, preferably in a service-based industry.
• Exceptional verbal and written communication skills.
• Strong organizational, communication, and problem-solving abilities.
• Strong customer service skills
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in using CRM software (Buildops, Inspectpoint) and other relevant tools.
• Quick learning abilities with a proactive approach to problem-solving.
• High level of attention to detail and accuracy.
• Strong knowledge of Microsoft Word, Excel, and Outlook.
• Ability to remain calm and collected when problem-solving.

Preferred Qualifications:

• Associate’s degree in business administration, or related field
• Prior experience in a service- based industry (HVAC, mechanical systems, alarm, electrical or related fields)
• Parts knowledge and experience working with vendors in the (HVAC, mechanical systems, alarm, electrical or related fields)
• Service system knowledge or a general understanding of (HVAC, mechanical systems, electrical, or fire alarm).

Why Join Us:

• Opportunity to work in a supportive and collaborative environment.
• Competitive salary and benefits package.
• Room for growth and continuous learning and professional development.
• Be part of a company that values customer satisfaction.