Client Services Coordinator

Client Services Coordinator

The Client Services Coordinator plays a vital role in supporting the daily operations of our Plumbing Service Division and Fire Protection Service Division by delivering exceptional customer service and ensuring efficient scheduling, communication, invoicing, and administrative support. This position serves as the primary point of contact for customers while coordinating service appointments, preparing invoices, supporting billing and collections activities, and assisting the Plumbing Service Manager with day-to-day operations. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced, team-oriented environment.

This is a fully in-office position. Candidates must be comfortable working on-site daily; remote work is not available for this role.

Key Responsibilities

• Serve as the primary point of contact for service customers by handling inquiries, providing updates, and delivering exceptional customer service.
• Coordinate technician schedules for service calls, repairs, maintenance, and emergency requests in collaboration with the Service Manager.
• Communicate job details, scheduling updates, and customer information with field technicians through ServiceTrade, phone, email, and text.
• Confirm customer appointments and proactively communicate arrival windows and scheduling updates.
• Prepare customer invoices by reviewing completed work orders, labor, materials, and supporting documentation for accuracy prior to management review and customer billing.
• Work closely with the Service Manager to ensure invoices are complete, accurate, and submitted to customers in a timely manner.
• Process service collections by contacting customers regarding outstanding invoices, processing payments, and professionally following up on past-due accounts.
• Work with the accounting department to resolve customer billing questions, payment discrepancies, and invoice-related issues.
• Process service work orders and maintain accurate customer, equipment, and job information within company systems.
• Answer and direct incoming phone calls in a professional and timely manner.
• Assist management with daily administrative tasks and workflow coordination to support efficient service operations.
• Participate in quality control initiatives to ensure an exceptional customer experience.
• Attend department meetings and contribute ideas to improve customer service and operational efficiency.

Qualifications

• High school diploma or equivalent required.
• Previous experience in customer service, scheduling, invoicing, collections, or a related administrative role preferred.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Professional and courteous phone etiquette.
• Experience preparing invoices and handling billing or accounts receivable functions is preferred.
• Comfortable discussing outstanding balances and collecting payments from customers in a professional, customer-focused manner.
• Detail-oriented with strong problem-solving and critical-thinking skills.
• Ability to work efficiently in a fast-paced environment while maintaining accuracy.
• Reliable, dependable, and a strong team player.
• Familiarity with geographic service areas is a plus.
• Proficiency with Microsoft Office (Outlook, Word, and Excel).
• Experience with ServiceTrade or similar field service management software is a plus.

Benefits

• Paid Time Off (PTO)
• Paid Holidays
• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Participation Opportunities
• Life Insurance
• Stable, full-time position with a well-established company.
• Supportive team environment with opportunities for professional growth and advancement.