Customer Experience Coordinator - Retrofit & Service Division
About The Position
At R&R Heating & Air Conditioning, the customer experience is everything. Whether a homeowner is replacing a furnace, upgrading to heat pump technology, or calling in for urgent service, we are the team that answers the call - literally. Our Retrofit & Service Customer Experience Coordinator plays a critical role in helping customers feel supported, informed, and taken care of from the very first interaction. This is a fast-paced, high-volume environment where you'll juggle scheduling, communication, technician dispatching, and follow-through. If you excel at staying calm under pressure, solving problems quickly, and making people feel valued - this role is for you. Who We Are Mission: Improving lives. Pushing the boundaries of what's possible. Our values guide everything we do: Integrity | Trust | Giving | Positivity | Teamwork | Accountability We are a locally owned, community-focused HVAC company with a reputation for doing things the right way.
Requirements
- Experience in customer service, dispatching, coordination, or call center support.
- Ability to manage multiple priorities and stay composed in a fast-moving environment.
- Strong communication skills - both written and verbal.
- Confident using computer systems & adapting to new platforms.
- High attention to detail and follow-through.
Nice To Haves
- HVAC, plumbing, electricians, service trades, or construction scheduling experience.
- Familiarity with ServiceTitan or similar dispatch/project management software.
Responsibilities
- Serve as the primary contact for homeowners, clients, and service inquiries.
- Answer incoming calls and messages with a warm, professional, and helpful approach.
- Schedule service calls, maintenance appointments, and retrofit consultations.
- Dispatch technicians based on skill, availability, urgency, and geography.
- Communicate with technicians throughout the day to manage workflow and adjust schedules.
- Keep customers informed regarding arrival windows, delays, and follow-up needs.
- Document and update all job information in ServiceTitan.
- Support warranty requests and equipment ordering coordination as needed.
- Help resolve concerns quickly and professionally to maintain high customer satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Specialty Trade Contractors
Education Level
No Education Listed
Number of Employees
101-250 employees
