Customer Service / Dispatch/ Residential HVAC Coordinator

Job Description

Job Description

Title: Customer Service/Dispatcher/Residential HVAC Coordinator

Reports To: Office Manager

Mission Statement: To ensure consistent and quality project administrative support services to assist in the fulfillment of the Company's business and construction objectives

Position Overview:

We are seeking a detail-oriented and customer-focused Residential HVAC Sales & Service Coordinator to support our service and sales departments. This role is essential in ensuring smooth scheduling, communication, and coordination between customers, technicians, and internal teams. The ideal candidate will have strong organizational skills, a proactive attitude, and experience in a fast-paced service environment.

Key Responsibilities:

Service Coordination:

• Schedule and dispatch HVAC service technicians for residential service calls and maintenance appointments.
• Serve as the primary point of contact for residential customers, providing updates, answering inquiries, and resolving scheduling issues.
• Coordinate daily work orders, ensuring efficient routing and timely completion of jobs.
• Maintain accurate records of service calls, technician availability, and customer interactions.
• Communicate clearly with technicians regarding job details, customer concerns, and special instructions.
• Monitor job progress and follow up to ensure customer satisfaction and timely resolution.
• Assist with invoicing, data entry, and updating service software systems.
• Support the service team with administrative tasks and reporting as needed.

Sales Support:

• Collaborate with the residential sales team to schedule sales appointments, system installations, and follow-up visits.
• Ensure smooth handoff between sales and service teams for new installations and upgrades.
• Track and manage sales leads, proposals, and customer communications in coordination with the sales department.
• Register newly installed equipment with manufacturers and ensure warranty documentation is completed and submitted accurately.
• Maintain organized records of warranty information and assist customers with warranty-related inquiries or claims.
• Provide customers with information and assistance regarding available equipment rebates and tax credits.
• Ensure all rebate and tax credit documentation is completed accurately and submitted in a timely manner.
• Provide administrative support for promotional campaigns, customer outreach, and post-sale follow-ups.

Qualifications:

• High school diploma or equivalent; additional education or training in office administration preferred.
• 2+ years of experience in a service coordination, dispatch, or customer service role—preferably in the HVAC or trades industry.
• Strong communication and interpersonal skills.
• Proficiency with scheduling software, CRM systems, and Microsoft Office Suite.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Knowledge of HVAC terminology and service processes is a plus.

Preferred Skills:

• Experience with HVAC service software (e.g., Service Titan, Housecall Pro, Field Edge, Spectrum).
• Familiarity with residential HVAC systems and service workflows.

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