Service Intake Coordinator

Pro Serv Food Equipment; Charlotte (NC); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Donation matching

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

Pro-Serv Facility Solutions in New Bern, NC seeks a Service Intake Coordinator to manage incoming service requests, gather details, and create accurate work orders for dispatch. This role is critical to keep operations fast-paced and accurate in a busy service environment.

Ideal candidates are highly organized, with excellent phone skills and the ability to handle multiple requests with precision. Growth opportunities exist in a company committed to advancement and teamwork.

Qualifications

• Excellent phone and customer-service skills.
• Highly organized and detail-oriented.
• Able to manage phones, emails and multiple requests.
• Thrive in a fast-paced environment.
• Clear, professional communication.
• Typing quickly and accurately.
• Comfortable learning new software.
• Follows established processes consistently.
• Knows when something is urgent and needs attention.
• Takes ownership and works well in a team.
• Calm under stress.
• Previous dispatch/customer service experience in HVAC/refrigeration/restaurant equipment is a plus.

Responsibilities

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts and authorization information.
• Identify emergency and priority service requests per procedures.
• Check for existing/open work orders to prevent duplicates.
• Review customer notes and special service requirements.
• Attach emails, photos, POs and docs to work orders.
• Route service requests to the correct dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm requests received.
• Assist customers with basic service questions and status.
• Maintain accurate call notes and documentation.
• Keep the intake queue clean and organized.
• Collaborate with Dispatch, Account Management, Field Operations, Estimating and Billing.

Skills

Phone skills

Customer service

Organization

Attention to detail

Fast-paced

Communication

Typing speed

Software learning

Process compliance

Urgent judgement

Ownership

Team player

Calm under pressure

Tools

Dispatch system

CRM software

Job description

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

Service Intake Coordinator

Pro-Serv Facility Solutions | New Bern, NC

Full-Time | Service Operations

Join One of the Fastest-Growing Service Companies in the Carolinas

Pro-Serv provides commercial HVAC, refrigeration, cooking equipment, plumbing, hood/exhaust and facility services throughout the Carolinas. We operate in a fast-paced service environment where customers depend on us when critical equipment goes down.

This is not just a receptionist position.

The Service Intake Coordinator plays a critical role in our operation by receiving incoming service requests, gathering accurate information, creating work orders and getting each call to the correct dispatch team quickly and accurately.

If you're great on the phone, extremely organized, comfortable working at a fast pace and take pride in getting the details right, we want to talk to you.

What You'll Do

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts and authorization information.
• Identify emergency and priority service requests based on company procedures.
• Check for existing/open work orders to prevent duplicate calls.
• Review customer account notes and special service requirements.
• Attach customer emails, photos, POs and supporting documentation to work orders.
• Route service requests to the correct Pro-Serv dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm their service request has been received.
• Assist customers with basic service-request and status questions.
• Maintain accurate call notes and documentation.
• Keep the service intake queue clean and organized.
• Work closely with Dispatch, Account Management, Field Operations, Estimating and Billing.

What Success Looks Like

When you do this job well, our Dispatchers don't have to stop and figure out what the customer needs.

They receive a complete service request containing the:

Right Customer. Right Location. Right Contact. Right Equipment. Right Problem. Right Priority. Right Documentation.

That allows Dispatch to immediately focus on getting the right technician to the customer.

What We're Looking For

We're looking for someone who:

• Has excellent phone and customer-service skills.
• Is extremely organized and detail-oriented.
• Can manage phones, emails and multiple requests simultaneously.
• Works well in a fast-paced environment.
• Communicates clearly and professionally.
• Types quickly and accurately.
• Is comfortable learning new software.
• Can follow established processes consistently.
• Knows when something is urgent and needs immediate attention.
• Takes ownership instead of waiting for someone else to fix a problem.
• Works well as part of a team.
• Can remain calm when customers or situations become stressful.

Previous experience in dispatch, customer service, HVAC, refrigeration, commercial service, facilities management or restaurant equipment service is a plus, but industry experience is not required for the right person.

This Position Is NOT Responsible For

The Service Intake Coordinator does not schedule technicians, troubleshoot equipment, prepare estimates, research parts, complete work orders or invoice customers.

Your responsibility is to make sure every new service request enters the Pro-Serv operation accurately, completely and quickly.

Why Pro-Serv?

Pro-Serv is building something different.

We're growing, improving our systems and creating clear career paths for people who want more than just another office job. We believe in accountability, communication, teamwork and giving strong performers opportunities to grow with the company.

We're looking for people who want to contribute, take ownership and help us continue building one of the strongest commercial service organizations in the Carolinas.

ONE TEAM. ONE PROCESS. ONE STANDARD. PRO-SERV.