Service Coordinator

Service Coordinator

For nearly 20 years, Florida Hot Tub & Sauna Center has provided bespoke wellness experiences to South Florida's luxury market. We pride ourselves on meticulous craftsmanship and exceptional client service. Florida Hot Tub & Sauna Center is South Florida's premier designer and installer of luxury wellness spaces. We build custom saunas, steam rooms, hot tubs, and cold-plunge systems for high-profile residential and commercial clients.

Position Summary:

The Service Coordinator is a pivotal role responsible for managing service operations and supporting our field technicians to deliver exceptional customer experiences. You will oversee scheduling, parts inventory, communication with customers and technicians, and ensure efficient workflow across all service projects.

Key Responsibilities:

• Schedule and coordinate service appointments 12 weeks in advance, optimizing technician routes and work hours for maximum productivity.
• Monitor technician arrival/departure times and manage GPS tracking systems to ensure timely service delivery.
• Manage inventory of frequently used parts and materials, maintaining accurate records and ensuring availability for upcoming jobs.
• Receive, log, and assign incoming parts to appropriate service orders.
• Communicate proactively with customers regarding service status, delays, and additional needs.
• Oversee service documentation compliance, including detailed reporting in Service Fusion and HubSpot CRM.
• Process billing for service calls and parts, including collection of service fees upfront.
• Maintain service records, customer files, and generate weekly service revenue reports.
• Support warranty claim processing, including parts ordering and vendor communication.
• Provide excellent phone and email customer support, responding promptly to inquiries and service requests.
• Collaborate closely with service technicians to ensure accurate recording of equipment details and job completion confirmations.

Required Qualifications:

• Minimum 2 years of experience in a service coordination or dispatch role, preferably in construction, HVAC, or wellness equipment industries.
• Proven ability to multitask and manage complex scheduling with multiple stakeholders.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficiency with SaaS applications and service management software (Service Fusion, HubSpot preferred).
• Proficient in Gmail, Google Docs, and QuickBooks; able to navigate and utilize these platforms efficiently for communication, documentation, and financial tasks.
• Valid driver's license with a clean driving record and ability to pass background checks.
• High School Diploma or equivalent required; technical education a plus.
• Bilingual (English/Spanish) preferred but not required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.