HVAC Customer Service Coordinator

Texas Chiller Systems•San Antonio, TX

10d

About The Position

At Texas Chiller Systems, we take pride in serving our customers with excellence and supporting our employees with the same care and attention. Headquartered in San Antonio, we were built on a foundation of strong values that guide how we work, lead, and serve, always putting people first and striving to exceed expectations for our team and our customers in every interaction. As an HVAC Customer Service Coordinator, you’ll be the hub that connects customers, technicians, and internal teams. You’ll ensure every service call runs smoothly, every customer feels taken care of, and our operations stay humming. In this role, you’ll build relationships that matter while helping our team deliver exceptional results every day.

Requirements

Strong scheduling and coordination across multiple service lines
Ability to manage high call volume and prioritize emergency vs routine work
Effective communication between field technicians, customers, and internal teams
Problem-solving and decision-making skills
Attention to detail in documentation and data entry
Time management and prioritization
Customer relationship management
High school diploma or GED preferred
2+ years of dispatching, scheduling, or customer service experience (mechanical, HVAC, plumbing, or refrigeration industry preferred)
Experience working in a fast-paced service environment with multiple trades
Familiarity with dispatching or ERP systems (COINS or similar preferred)
Strong organizational and multitasking skills
Professional communication skills (verbal and written)
Ability to remain composed under pressure and manage competing priorities
Demonstrates strong business ethics and customer-first mindset

Nice To Haves

Basic understanding of:
HVAC systems and chillers
Commercial plumbing systems (leaks, fixtures, piping, drainage)
Refrigeration systems (walk-ins, freezers, critical cooling)
Experience dispatching union technicians or working in a union environment
Experience supporting billing processes, invoicing, or job closeout
Knowledge of San Antonio and surrounding service areas
Experience supporting emergency and after-hours service operations

Responsibilities

Coordinates and dispatches service technicians for HVAC, chiller, plumbing, and refrigeration service calls, preventive maintenance, and emergency requests while maximizing route efficiency and technician productivity.
Serves as the primary point of contact for customers by receiving service requests, accurately identifying service needs (cooling, mechanical, plumbing, or refrigeration), and ensuring timely communication and follow-up.
Prioritizes and schedules work based on urgency, system criticality (e.g., process cooling, leaks, refrigeration failures), contractual obligations, and operational needs.
Maintains clear communication with technicians regarding job scope, site conditions, required materials, and customer expectations across all service lines.
Monitors job progress throughout the day and proactively addresses scheduling conflicts, delays, emergency calls, and customer concerns.
Coordinates emergency response for critical failures including chiller outages, refrigeration loss, and plumbing leaks or system failures.
Updates and manages service tickets, work orders, and system data (COINS or equivalent system) to ensure accuracy, billing readiness, and operational visibility.
Partners with service managers across HVAC, plumbing, and refrigeration departments to align on workload distribution and technician utilization.
Builds strong customer relationships by demonstrating professionalism, urgency, and a commitment to service excellence.
Supports after-hours or on-call scheduling rotation as needed to ensure continuous service coverage.
Maintains organized records of customer interactions, service history, and technician notes.

Benefits

Join a team where your work matters. We offer growth opportunities, a supportive environment, and a competitive pay and benefits package designed to take care of you and your future.

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