Service Coordinator

Service Coordinator

At Horwitz, we don't just offer jobswe build careers. For over 100 years, we've been a leader in HVAC, plumbing, electrical services, delivering exceptional service while fostering a supportive and innovative workplace. Joining our team means working with passionate professionals in a culture built on safety, accountability, professionalism, motivation, curiosity, and a can-do attitude.

We're committed to your growth with training, mentorship, and advancement opportunities. Along with competitive benefitsyou'll be part of a company that values its employees and makes a positive impact in the community. Join Horwitz and become part of a legacy of excellence and opportunity.

A Service Coordinator plays a critical role for establishing the Service brand Horwitz promises our customers. This role works closely with our Service Technician team to provide timely service, preventative maintenance and small project deliverables to Horwitz customers. The position includes frequent, daily direct contact with customers through phone/email and handles requests through our website. This position is aligned with Horwitz's core values: Safety, Accountability, Professionalism, Motivation, a Can-Do attitude, and Curiosity.

Key Responsibilities:

• Customer Service & Communication
• Serve as a primary point of contact for inbound service requests via phone, email, and web inquiries.
• Record service calls accurately, demonstrating tact, empathy, and professionalism with every interaction.
• Refer repair or replacement requests to the appropriate Sales or Service resource promptly.
• Technician Scheduling & Dispatch
• Maintain and update technician schedules daily to ensure optimal service coverage.
• Dispatch service technicians in a timely, efficient manner to meet response expectations.
• Monitor technician feedback and adjust schedules based on end-of-day updates and field conditions.
• Track and log progress of open service calls, ensuring timely follow-up and closure.
• Workflow & Coordination
• Monitor and manage parts delivery status and schedule warehouse or courier coordination as needed.
• Tag completed jobs for billing and coordinate documentation with internal accounting teams.
• Collaborate with other Service Coordinator to triage workloads and prioritize Service Agreement customers.
• Operational Support & Process Improvement
• Identify service trends or scheduling bottlenecks and proactively recommend solutions.
• Ensure accurate data entry of customer, job, and payment information into service software.
• Uphold internal processes and standards for operational efficiency, compliance, and customer satisfaction.
• Culture & Team Engagement
• Actively contribute to a supportive and productive team culture.
• Demonstrate daily alignment with Horwitz's cultural values.
• Embrace a mindset of "Get better every day" by identifying personal and team opportunities for continuous growth.
• Other Duties
• Perform other duties as assigned
• Conduct yourself in accordance with Horwitz core values: Safe, Accountable, Professional, Motivated, Can Do, and Curious.
• Get better every day.

Skills and Abilities:

• Proficiency in MS Office Suite (Word, Excel, Outlook).
• Dispatch/business management software familiarity is a plus.
• Excellent documentation, multitasking, and time management skills.
• Strong attention to detail and process orientation.
• Commitment to collaboration and team support.
• Comfortable navigating a fast-paced, multitasking environment.
• Strong written and verbal communication skills.
• Professionalism in customer interaction and internal communication.

Education and Experience:

• High School Diploma or GED required.
• Technical/Associates degree preferred.
• Prior customer service experience required.
• Prior experience in HVAC, Plumbing, or Electrical industries preferred.
• Experience in scheduling or dispatch functions is a strong plus.