HVAC Service Coordinator

Fidelity Building Services Group•Sparks, MD

5d•Onsite

About The Position

Fidelity Mechanical Services, the premier provider of Mechanical HVAC design, installation, and service in the Mid-Atlantic region, is looking for a Service Coordinator to join our Sparks, MD team!

Requirements

"Can do" attitude with a team player mentality
Customer Service oriented
Excellent time management, multi-tasking, and organization skills
Excellent written and oral communication skills
Strong problem-solving, and analytical skills
At least 1 year of customer service experience
High school diploma or equivalent

Nice To Haves

At least 1 year of experience in the HVAC industry or dispatching is a plus!

Responsibilities

Efficiently receive and process incoming service requests from clients via phone, email, or other communication channels.
Prioritize and dispatch HVAC service technicians based on urgency, location, and skillset.
Coordinate and schedule HVAC service appointments, considering customer availability, technician availability, and service requirements.
Optimize the routing and scheduling of technicians to minimize travel time and maximize efficiency.
Maintain clear and timely communication with clients, HVAC service technicians, and other team members.
Provide updates on technician arrivals, delays, and any changes to scheduled appointments.
Ensure effective communication between technicians and clients to address any questions or concerns.
Accurately record and maintain detailed service records, including client information, service requests, technician assignments, and work performed.
Deliver excellent customer service by providing a friendly and professional experience during all client interactions.
Handle customer complaints or issues with empathy and resolve them in a timely manner.
Collaborate with HVAC service technicians, and other team members to ensure seamless service delivery.
Share relevant information and feedback to improve overall operational efficiency.