Commercial Service Coordinator

Job Description

Job Description

Commercial Service Coordinator

Position Summary

The Commercial Service Coordinator serves as the central point of communication for the Commercial Service Division and provides administrative and operational support to the General Manager, Superintendent, field technicians, customers, and vendors. This role is responsible for coordinating service operations, maintaining customer communication, scheduling, purchasing, CRM administration, and ensuring service requests are completed efficiently while supporting the overall profitability and customer satisfaction goals of the division.

The Service Coordinator plays a critical role in managing daily service operations, maintaining accurate records, supporting field personnel, and ensuring customers receive timely communication throughout the service process.

Essential Responsibilities

Service Operations & Dispatch

• Coordinate daily service scheduling and dispatch of field technicians.
• Monitor the dispatch board throughout the day and prioritize emergency and high-priority service requests.
• Ensure all service tickets are reviewed, assigned, and scheduled appropriately.
• Maintain accurate estimated arrival times (ETA) and proactively communicate schedule changes with customers.
• Coordinate leak response activities with the goal of responding within 72 hours whenever operationally possible.
• Ensure due dates are managed proactively and never lapse without customer communication.
• Assist in balancing technician workloads to maximize efficiency and productivity.

Customer Service & Communication

• Serve as the primary point of contact for commercial service customers.
• Answer incoming service calls and monitor the service email inbox.
• Provide customers with scheduling updates, service status reports, and project recaps.
• Coordinate communication between customers, field personnel, sales representatives, and management.
• Maintain professional relationships with customers while ensuring timely issue resolution.

CRM & Service Administration

• Enter, update, and maintain all service tickets within the CRM system.
• Review completed work orders for accuracy, grammar, labor entries, documentation, and photographs.
• Upload purchase orders and supporting documentation into the CRM.
• Create new customer accounts, properties, contacts, and job folders.
• Maintain customer records, service history, and asset information.
• Support CRM administration and troubleshoot operational issues as needed.

Scheduling & Performance Management

• Monitor and report weekly service backlog.
• Track work orders in the following stages:
  • New Service
  • Acknowledged
  • Scheduled
• Support divisional scheduling goals while maximizing technician utilization.
• Distribute weekly service schedules to leadership and sales teams.
• Maintain service calendars including important deadlines, employee milestones, and operational events.

Self-Storage Account Management

• Coordinate all Public Storage and Self-Storage customer service requests.
• Communicate directly with Property Managers and District Managers regarding work orders.
• Manage customer portals and maintain required communication logs.
• Process, merge, schedule, and close work orders within CenterPoint.
• Submit inspection reports and proposals through customer portals.
• Maintain weekly reports for open work orders.
• Provide customer service history and asset documentation.

General Commercial Service Administration

• Process non-self-storage service requests and dispatches.
• Coordinate warranty calls, inspections, maintenance requests, and leak investigations.
• Support project closeout documentation.
• Maintain customer portals and account records.
• Assist with daily operational support for the Commercial Service Division.

Purchasing & Inventory

• Process purchase orders for service and reroof projects.
• Coordinate material purchasing and vendor orders.
• Support inventory management and material tracking.
• Coordinate technician equipment, supplies, and tool inventory.
• Manage material shortages and procurement activities.
• Maintain purchasing documentation in accordance with company procedures.

Submittals & Project Documentation

• Prepare and submit customer-required documentation.
• Process submittals and purchase orders for both Self-Storage and commercial service customers.
• Maintain documentation required by customer portals.
• Coordinate proposal delivery support for Sales Representatives.

Reporting & Administrative Support

• Generate weekly operational reports and performance metrics.
• Support CenterPoint CRM reporting and integration monitoring.
• Assist management with administrative projects and operational reporting.
• Maintain organized electronic files and project documentation.

Travel & Logistics

• Coordinate travel arrangements for employees including:
  • Flights
  • Hotels
  • Rental vehicles
  • Credit card authorizations
• Coordinate equipment and logistical support for large commercial projects.

Key Performance Indicators (KPIs)

Performance will be measured by, but is not limited to:

• Service Backlog Management
• Leak Response within established timeframes
• ETA Compliance
• Customer Satisfaction
• Schedule Accuracy
• CRM Data Accuracy
• Purchase Order Processing
• Service Ticket Closeout Timeliness
• Customer Communication Responsiveness

Qualifications

Education

• High School Diploma or GED required.
• Associate’s degree or related coursework preferred.

Experience

• Minimum 3 years of administrative or service coordination experience.
• Commercial construction, roofing, facility maintenance, or service industry experience preferred.
• Experience with dispatching and scheduling field personnel preferred.
• Experience working with CRM or service management software.

Knowledge, Skills & Abilities

• Excellent organizational and multitasking skills.
• Strong customer service and communication abilities.
• Ability to prioritize multiple projects in a fast-paced environment.
• Strong attention to detail and accuracy.
• Proficient in Microsoft Office Suite.
• Experience using CRM, dispatch, or ERP software.
• Ability to work independently while collaborating across departments.
• Strong problem-solving and decision-making skills.
• Professional verbal and written communication.

Working Conditions

• Office environment with frequent communication with field personnel.
• Occasional after-hours communication to support emergency service requests.