Service Coordinator

About the Job

Service Coordinator

Position Summary:

We are seeking a highly organized and customer-focused Service Coordinator to join our team. This role serves as the central point of communication between our customers, field technicians, and internal departments. The Service Coordinator is responsible for scheduling and dispatching service calls, managing customer communications, coordinating technician workloads, and ensuring service requests are handled efficiently from start to finish.

The ideal candidate thrives in a fast-paced environment, has excellent communication skills, and can effectively balance customer needs with operational priorities. In addition to service coordination duties, this position will provide administrative support and assist with light warehouse and inventory-related tasks as needed.

Key Responsibilities:

Service Coordination & Dispatching:

• Receive, prioritize, and schedule incoming service requests.
• Dispatch field technicians and installers based on availability, skillset, location, and urgency.
• Maintain and adjust daily schedules to accommodate emergency calls, customer requests, and changing priorities.
• Communicate service appointments, updates, and arrival times to customers.
• Monitor technician progress throughout the day and provide logistical support as needed.
• Coordinate follow-up visits, warranty work, and recurring maintenance schedules.
• Ensure all service tickets are properly documented, updated, and closed out accurately.

Customer Service & Client Communication:

• Serve as a primary point of contact for customers via phone, email, and in-person interactions.
• Respond promptly and professionally to customer inquiries and service requests.
• Provide status updates and communicate any schedule changes or delays.
• Resolve customer concerns or escalate issues to management when necessary.
• Build positive relationships through exceptional customer service and clear communication.

Administrative Support:

• Maintain accurate service records, work orders, and customer information.
• Prepare estimates, service documentation, and customer correspondence as needed.
• Assist with invoicing support, data entry, and filing.
• Coordinate communication between service, sales, and operations departments.
• Generate reports and track service metrics when requested.

Warehouse & Operational Support:

• Assist with receiving, organizing, and tracking inventory related to service operations.
• Prepare materials and equipment for scheduled service calls.
• Coordinate parts ordering and availability for upcoming jobs.
• Maintain a clean, organized, and safe warehouse environment.
• Support inventory counts and material management activities.

Qualifications:

• Previous experience in service coordination, dispatching, customer service, administrative support, or a related role preferred.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Ability to remain calm and professional in a fast-paced environment.
• Proficiency with Microsoft Office, Google Workspace, and scheduling or service management software.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and collaboratively within a team.
• Experience in construction, security, low-voltage systems, HVAC, electrical, or service-based industries is a plus.

Desired Traits:

• Customer-first mindset.
• Strong sense of urgency and follow-through.
• Dependable, proactive, and adaptable.
• Excellent time management and prioritization skills.
• Positive attitude and professional demeanor.

Physical Requirements:

• Ability to occasionally lift and move materials up to 40 pounds.
• Ability to spend time at a desk using a computer and phone.
• Ability to move throughout warehouse and office areas as needed.

Benefits:

• Competitive pay based on experience.
• Paid time off and company holidays.
• Opportunities for growth and advancement.
• Supportive team environment.
• Ongoing training and professional development.

About the Company

At Control Freaks Hawaii, we've been geeking out over wires, waves, and wow-worthy tech for over 21 years. We design and install smart home and commercial systems that make people say, "Wait... you can do that?"We handle everything from lighting control to full-blown AV systems, automation, networking, and electrical work-basically, if it powers your space or makes it smarter, we're on it. And yes, we service all Hawaiian islands (so whether you're in Waikiki, Waimea, or somewhere only Google Earth can find, we've probably been there with a ladder and a tablet).Our team is a tight-knit bunch of creative problem-solvers who take pride in doing epic work-and having a good laugh while we're at it. We believe in craftsmanship, clear communication, and knowing exactly how many zip ties it takes to achieve cable management nirvana.If you love turning chaos into clean installs, obsess over the little details, and want to work with a company that values talent over titles-welcome to your people.