Customer Support Specialist & Service Coordinator - Florence

Carolina Chillers LLC•Florence, SC

just now•Hybrid

About The Position

The Customer Support Specialist & Service Coordinator is a key role responsible for managing client relationships, coordinating service activities, and handling administrative duties to ensure smooth operations within the HVAC service business. This position bridges customer interactions, service scheduling, and administrative support, ensuring optimal customer satisfaction and operational efficiency.

Requirements

High School Diploma or GED required
Minimum 2 years of experience in customer service, service dispatching, or administrative support.
Basic understanding of HVAC systems, including chillers, air handlers, and controls.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
Strong verbal and written communication skills.
Ability to multitask, prioritize work, and manage time effectively.
Detail-oriented with strong problem-solving abilities.
Ability to work independently and collaboratively in a fast-paced environment.
Ability to analyze account performance data and translate insights into actionable strategies.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Familiarity with CRM systems and proficiency in Microsoft Office Suite.
Comfortable with basic technical concepts related to HVAC systems and services.

Nice To Haves

Bachelor’s degree in Business, Administration, or related field preferred.
HVAC or facilities management industry experience preferred.
Experience with CRM, ERP, or service ticketing software is a plus.

Responsibilities

Serve as the primary point of contact for customer inquiries, service requests, and account issues.
Develop and maintain strong relationships with clients.
Conduct regular customer outreach via CARE calls to ensure service satisfaction, collect feedback, and manage outstanding invoices.
Work with Account Managers and Service Managers to address service discrepancies, contract compliance, and customer concerns.
Schedule and facilitate customer meetings to review service performance, resolve issues, and explore upselling opportunities.
Prioritize and coordinate scheduling or routine, urgent, and preventive maintenance service calls.
Maintain constant communication with service technicians, rerouting assignments as necessary.
Ensure service agreements are properly documented in the system and contracts are effectively managed.
Track deficiencies found during inspections and collaborate with Account Managers for repair proposals.
Oversee technician compliance with service schedules and contract obligations.
Answer phone calls, schedule meetings, and support visitors.
Assist in processing purchase orders, tracking service contract renewals, and maintaining customer records.
Prepare reports, organize files, and ensure accurate documentation of customer interactions.
Manage office supplies, equipment maintenance, and general office operations.
Manage the shipping and receiving operations.