Customer Support & Service Coordinator (HVAC)

📋 Description

• • As the pivotal Customer Support & Service Coordinator for an esteemed HVAC and refrigeration company, you will serve as the primary liaison, seamlessly connecting our valued customers, skilled technicians, and dedicated management team. This role extends far beyond basic call handling; you will be instrumental in orchestrating the daily operations, ensuring the efficient scheduling and dispatch of our technical staff through the Service Titan platform, and maintaining proactive communication with clients regarding their service appointments and any necessary follow-ups.
• • Your core responsibility will involve managing inbound customer inquiries via phone and email. This includes meticulously logging customer details, service requests, and historical data within Service Titan, a critical task for maintaining accurate records and facilitating smooth operations. You will be responsible for assigning service calls to the appropriate technicians based on their expertise, location, and availability, ensuring timely and effective resolution of customer needs.
• • A significant aspect of this role is proactive customer engagement. You will conduct post-service follow-up calls the day after a job is completed to gauge customer satisfaction, address any lingering concerns, and provide updates on the status of ordered parts or pending repairs. This commitment to follow-through reinforces our company's reputation for reliability and exceptional service.
• • You will actively participate in daily team check-ins, fostering a collaborative environment and ensuring alignment across all operational facets. Utilizing a shared application, you will monitor technician notes, track job progress in real-time, and identify any potential bottlenecks or issues that require immediate attention. This constant oversight is crucial for maintaining operational efficiency and client satisfaction.
• • Effective inbox and CRM management is paramount. You will be responsible for maintaining the organization and responsiveness of our customer relationship management portal and email inboxes. This involves promptly addressing inquiries from builders, clients, and other stakeholders, ensuring that all communication is handled professionally and efficiently, and that critical information is readily accessible.
• • Beyond day-to-day tasks, you will play a vital role in process improvement. We encourage you to identify opportunities to enhance our customer follow-up procedures, explore the implementation of basic automation tools, or leverage AI solutions to streamline workflows and increase operational efficiency. Your insights and contributions will directly impact our ability to serve our clients better and more effectively.
• • This role requires a deep understanding of the HVAC and refrigeration industry, including familiarity with common terminology, to facilitate comfortable and informed communication with customers and technicians alike. You will be the first point of contact for many, and your ability to convey technical information clearly and empathetically will be key to building and maintaining strong customer relationships.
• • You will work closely with the Office Manager and the owner, contributing to strategic discussions and operational planning. This collaborative approach ensures that the daily schedule flows seamlessly and that the business objectives are met consistently. Your role is integral to the smooth functioning of the entire organization, acting as the central hub for communication and coordination.
• • The company specializes in high-end heating, cooling, and refrigeration for luxury homes and businesses, demanding a high level of professionalism, attention to detail, and a commitment to excellence in every interaction. You will be representing a brand known for its reliability and superior service in a competitive market.
• • This position offers a unique opportunity to be a key player in a growing, owner-operated business. You will gain invaluable experience in managing operations for a specialized service industry and contribute directly to the company's success and its reputation for outstanding customer care.