Customer Support & Service Coordinator (HVAC)

📋 Description

• • As the pivotal Customer Support & Service Coordinator for our esteemed HVAC and refrigeration company, you will serve as the primary liaison, expertly bridging communication between our valued customers, our highly skilled technicians, and the management team. This role extends far beyond traditional call answering; you will be instrumental in orchestrating the daily operations, ensuring seamless scheduling within Service Titan and proactively managing customer expectations by providing timely updates.
• • Your core responsibility will involve meticulously managing the inbound flow of customer inquiries via phone and email. This includes accurately logging customer details, service requests, and historical data into Service Titan, our central management system. You will be responsible for the efficient and effective dispatch of technicians to appropriate job sites, ensuring that the right expertise is deployed to meet customer needs promptly.
• • A critical aspect of this role is proactive customer engagement. You will conduct follow-up calls with clients the day after a service appointment to gauge satisfaction levels, address any lingering concerns, and provide essential updates regarding the status of any ordered parts or necessary follow-up actions. This commitment to post-service care is vital for maintaining our reputation for reliability and exceptional service.
• • You will actively participate in brief, daily team check-ins, fostering a collaborative environment and ensuring alignment across all operational facets. Utilizing a shared application, you will maintain constant visibility into technician notes, job progress, and overall schedule adherence, enabling swift identification and resolution of potential bottlenecks.
• • Maintaining the organization and efficiency of our CRM portal and email inbox is paramount. You will ensure that all inquiries from builders, clients, and partners are addressed with speed and accuracy, upholding our commitment to responsive communication.
• • A significant opportunity within this role is to contribute to process improvement. You will be encouraged to identify and implement more efficient methods for handling follow-up communications, exploring the potential of basic automation and AI tools to streamline workflows and enhance productivity. Your insights will directly impact our operational efficiency and customer experience.
• • This position offers a unique opportunity to work directly with the owner and Office Manager, gaining invaluable insights into the strategic direction and operational nuances of a successful, owner-operated business. You will play a key role in refining our business processes and contributing to the company's continued growth and success.
• • The ideal candidate will possess a strong understanding of the home services industry, particularly HVAC, enabling comfortable and informed communication with customers regarding their heating and cooling needs. Familiarity with basic AC terminology is essential for effective customer interaction and internal coordination.
• • You will be entrusted with managing the company's scheduling software, ensuring that all appointments are booked accurately, technicians are assigned efficiently, and customer information is kept up-to-date. This requires a keen eye for detail and a methodical approach to task management.
• • This role demands a proactive and organized individual who can manage multiple priorities simultaneously, remain calm under pressure, and maintain a high level of professionalism in all interactions. Your ability to anticipate needs and provide solutions will be highly valued.
• • You will be a crucial link in ensuring customer satisfaction, from the initial point of contact through the completion of service and any subsequent follow-up. Your efforts will directly contribute to customer retention and the positive reputation of the company.
• • The company utilizes modern digital tools and simple automation to enhance team communication and operational efficiency, and you will be expected to embrace and contribute to these technological advancements.
• • This is a full-time contractor position, offering stability and the chance to be an integral part of a growing company that values its team members and fosters a supportive work environment.
• • You will be expected to adapt to the seasonal nature of the HVAC business, demonstrating flexibility and a willingness to assist during peak periods, including occasional weekends and holidays, to ensure uninterrupted service for our clients during extreme weather events.