Service Coordinator

Service Coordinator

The Frazier Company is a family-owned heating, air conditioning, and plumbing contractor that has proudly served the Omaha metro area since 1929. We are committed to delivering exceptional customer service while providing a positive, team-oriented workplace for our employees. We are seeking an organized, friendly, and customer-focused Service Coordinator to join our growing service department. This position is ideal for someone who enjoys helping customers, thrives in a fast-paced environment, and enjoys working as part of a team.

Position Summary

The Service Coordinator serves as one of the first points of contact for customers calling The Frazier Company. This position is responsible for answering incoming calls, gathering customer information, scheduling service requests, and ensuring customers are connected with the appropriate team member. Working closely with the Lead Service Coordinator, technicians, and office staff, the Service Coordinator helps maintain an organized service schedule while providing an outstanding customer experience.

Primary Responsibilities

• Customer Service
• Answer incoming telephone calls professionally and courteously.
• Greet customers with a positive and helpful attitude.
• Gather accurate information regarding customers' service needs.
• Schedule service appointments using company procedures.
• Transfer complex service requests and scheduling issues to the Lead Service Coordinator when appropriate.
• Answer basic questions regarding appointments, maintenance agreements, and company services.
• Communicate appointment confirmations and scheduling updates to customers.
• Provide outstanding customer service during every interaction.
• Service Office Support
• Assist the Lead Service Coordinator with scheduling and dispatch activities.
• Create and update service work orders in Sage 100 Contractor.
• Maintain accurate customer records and equipment information.
• Monitor technician schedules and communicate updates as directed.
• Coordinate with technicians regarding customer information and job details.
• Assist with maintenance agreement scheduling.
• Help prepare the following day's schedule.
• Administrative Responsibilities
• Process completed work orders.
• Assist with invoicing support.
• Maintain electronic customer files.
• File and organize service documentation.
• Assist with warranty paperwork as assigned.
• Support office projects and administrative tasks.
• Maintain a clean and organized work environment.

Qualifications Required

• Excellent customer service and communication skills.
• Professional phone etiquette.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced office.
• Positive attitude and willingness to learn.
• Proficiency with Microsoft Outlook, Word, and Excel.

Preferred

• Previous customer service or office experience.
• Experience in HVAC, plumbing, construction, or another home service industry.
• Experience using dispatch or ERP software (Sage 100 Contractor experience is a plus).
• Scheduling or dispatch experience is beneficial but not required.

What Success Looks Like

The successful Service Coordinator will:

• Provide every customer with a friendly and professional first impression.
• Gather accurate information to help schedule service efficiently.
• Support the Lead Service Coordinator in maintaining an organized daily schedule.
• Communicate effectively with customers, technicians, and office staff.
• Maintain accurate work orders and customer records.
• Contribute to a positive, team-oriented office environment.

Benefits

• Competitive pay based on experience
• Health insurance
• Dental insurance
• Vision insurance
• Aflac supplemental insurance
• Short-term disability insurance
• 401(k) with company match
• Paid vacation and holidays

Why Join The Frazier Company?

At The Frazier Company, we believe outstanding customer service starts with outstanding people. As a Service Coordinator, you'll play an important role in helping our customers while supporting a team of skilled technicians who have been serving the Omaha community for nearly 100 years. If you enjoy helping people, staying organized, and working in a fast-paced, team-oriented environment, we'd love to hear from you.