Service Coordinator

MillerWorks is a construction and renovation commercial plumbing and mechanical contractor dedicated to delivering reliable service on time and with quality craftsmanship. Position Summary The Service Coordinator serves as the operational hub of the service department, coordinating customer communications, technician scheduling and dispatch, service administration, and billing activities to ensure efficient and responsive service delivery. This position works closely with customers, technicians, vendors, and the Service Manager to prioritize service requests, maintain accurate records, facilitate timely invoicing, and support the overall success of the service operation. Essential Duties and Responsibilities · Serve as the primary point of contact for customers, responding to service requests, inquiries, concerns, and emergency needs in a professional and timely manner. · Coordinate, schedule, and dispatch technicians for service calls, maintenance, and projects based on customer needs, technician qualifications, workload, and operational priorities. · Maintain proactive communication with customers, technicians, vendors, and internal departments to ensure accurate information, timely updates, and exceptional customer service. · Partner with the Service Manager to plan daily operations, balance technician workloads, adjust schedules, and coordinate emergency and on‑call coverage. · Monitor incoming service requests and ensure timely response and resolution of customer needs. · Maintain accurate service records, customer information, job statuses, technician notes, purchase orders, and scheduling information within company systems. · Coordinate service work, customer access requirements, equipment information, and parts availability to support efficient completion of work. · Manage work orders from initiation through completion, ensuring accurate documentation and timely processing for invoicing and reporting. · Review technician time, job documentation, and service records to support payroll, billing, and operational accuracy. · Prepare invoices, service quotes, purchase orders, and other service‑related documentation while maintaining organized records. · Assist with accounts receivable, accounts payable, reporting, and other administrative functions supporting department operations. · Identify opportunities to improve processes, efficiency, customer service, and communication within the service department. · Perform other related duties as assigned. Knowledge, Skills and Abilities · Knowledge of customer service principles, scheduling and dispatch processes, and service department operations. · Knowledge of basic billing, invoicing, purchasing, and record‑keeping procedures. · Skill in organizing, prioritizing, and coordinating multiple service requests, schedules, and administrative tasks in a fast‑paced environment. · Skill in providing professional customer service and communicating effectively with customers, vendors, technicians, and management. · Skill in using computer software and business systems to manage scheduling, work orders, customer information, and related documentation. · Ability to adapt to changing priorities, emergencies, and operational demands while maintaining accuracy and customer satisfaction. · Ability to analyze information, solve problems, and make sound decisions within established procedures and guidelines. · Ability to establish and maintain effective working relationships with customers, coworkers, vendors, and business partners. Required Qualifications High school diploma or equivalent required. · Minimum three (3) years of experience in service coordination or related experience, preferably in HVAC, controls, or electrical fields. · Proficient in Microsoft Office. · Positive, customer‑focused attitude aligned with company values. Preferred Qualifications · Associates degree in business administration, accounting, or another related field. · Experience with Housecall Pro or similar service management software. Physical Requirements · Ability to sit, stand, walk, bend, and reach throughout the workday. · Ability to operate a computer, telephone, and other standard office equipment for extended periods. · Ability to communicate effectively in person, by telephone, and through electronic communications. · Ability to occasionally lift and/or move up to 25 pounds. · Manual dexterity sufficient to perform data entry and handle office equipment and paperwork. · Adequate vision to read documents, computer screens, and service‑related information. · Adequate hearing to communicate effectively with customers, technicians, vendors, and coworkers. The position is performed primarily in an office environment with frequent interaction with customers, technicians, vendors, and employees by phone, email, and in person. It involves regular use of computers and service management software in a fast‑paced environment with changing priorities and deadlines. Occasional visits to warehouse, shop, or job site locations may be required. #J-18808-Ljbffr