Lead Service Coordinator

Job Description

Job Description

Lead Service Coordinator

The Frazier Company – Omaha, Nebraska
Full-Time | Monday–Friday

Join a Team That's Been Serving Omaha Since 1929

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 providing exceptional customer service, investing in our employees, and building long-term relationships with our customers.

We are seeking an experienced, organized, and customer-focused Lead Service Coordinator to play a key leadership role within our service department. This position is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in creating an exceptional customer experience while keeping daily operations running efficiently.

Position Summary

The Lead Service Coordinator serves as the primary point of contact for customers requiring HVAC and plumbing service. Working closely with our Customer Service Representatives, this individual takes ownership of each service request by understanding customers' needs, answering service-related questions, scheduling appointments, and coordinating with field technicians to ensure an exceptional customer experience from the initial request through job completion.

As the central communication hub of the service department, the Lead Service Coordinator works closely with customers, technicians, and office staff to keep schedules organized, maintain clear communication, and ensure the efficient flow of daily operations. This position also provides leadership within the service office by supporting the customer service team, improving workflows, and helping maximize technician productivity and overall departmental efficiency.

Primary Responsibilities

Customer Service & Service Coordination (Primary Responsibility)

As the Lead Service Coordinator, you will become the primary office contact for customers needing HVAC and plumbing service.

Responsibilities include:

• Receive service requests from Customer Service Representatives after the initial customer call has been answered.
• Speak with customers to understand their concerns and determine the appropriate service needed.
• Schedule HVAC and plumbing service appointments while balancing customer needs with technician availability, skill sets, and geographic routing.
• Prioritize emergency service requests appropriately.
• Answer customer questions regarding appointments, repairs, maintenance services, and technician arrival times.
• Maintain proactive communication with customers regarding scheduling updates or delays.
• Resolve scheduling concerns and service-related customer issues professionally and efficiently.
• Coordinate maintenance agreement appointments and promote the value of preventative maintenance.
• Build lasting customer relationships by providing a friendly, knowledgeable, and responsive service experience.
• Serve as the primary liaison between customers, technicians, and management throughout the service process.

Service Scheduling & Dispatch

• Coordinate the daily schedules of HVAC technicians, plumbers, the HVAC apprentice, and the delivery driver.
• Dispatch service calls based on technician skill set, availability, location, and customer priority.
• Monitor technician progress throughout the day and make scheduling adjustments as needed.
• Maximize technician productivity while minimizing drive time and schedule gaps.
• Coordinate equipment deliveries and support efficient job staging.
• Prepare the following day's schedule before the end of each business day.
• Communicate effectively with technicians regarding schedule changes and customer expectations.

Office Leadership

• Provide daily guidance and support to the customer service team.
• Assist with onboarding and training new office personnel.
• Promote teamwork, professionalism, and accountability throughout the office.
• Help develop and improve office procedures and workflows.
• Foster positive communication between office staff, technicians, and management.
• Serve as a dependable resource for the service office throughout the day.

Administrative Responsibilities

• Create and maintain accurate service work orders using Sage 100 Contractor.
• Review completed work orders for accuracy and completeness.
• Maintain customer records, equipment history, and service documentation.
• Coordinate with accounting regarding invoicing and job completion.
• Assist with warranty administration and manufacturer documentation.
• Support maintenance agreement administration and scheduling.
• Generate operational reports and assist with departmental KPI tracking.

Qualifications

Required

• Minimum of three years of experience in customer service, service coordination, scheduling, dispatching, or office operations.
• Outstanding verbal and written communication skills.
• Professional phone etiquette with the ability to build trust and rapport with customers.
• Excellent organizational and time management skills.
• Strong attention to detail and the ability to manage multiple priorities.
• Positive, solution-oriented attitude.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Ability to remain calm and make sound decisions in a fast-paced environment.

Preferred

• Experience in the HVAC, plumbing, electrical, construction, or home service industry.
• Experience using dispatch, ERP, or service management software (Sage 100 Contractor experience is a plus).
• Previous leadership, mentoring, or team coordination experience.
• Knowledge of technician scheduling, route optimization, and service operations.

What Success Looks Like

The successful Lead Service Coordinator will:

• Deliver an exceptional customer experience from scheduling through job completion.
• Build trust and confidence with customers through excellent communication.
• Maintain an organized and efficient service schedule.
• Maximize technician productivity while minimizing downtime.
• Support and lead the customer service team through collaboration and accountability.
• Contribute to continuous improvement of office procedures and service operations.
• Help achieve departmental goals related to customer satisfaction, scheduling efficiency, and technician utilization.

Benefits

• Competitive pay based on experience
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability insurance
• 401(k) with company match
• Paid vacation and holidays
• Ongoing training and professional development
• Opportunity for career growth
• Join a stable, family-owned company with nearly 100 years of service to the Omaha community

Why Join The Frazier Company?

At The Frazier Company, we believe exceptional customer service begins with exceptional people. Our Lead Service Coordinator is one of the most important positions in our organization, serving as the connection between our customers, office staff, and field technicians.

If you enjoy helping customers, solving problems, coordinating people, and making a meaningful impact on a growing service department, we'd love to hear from you.