HVAC Service Coordinator

Sila Services•Northfield, OH

10d•Onsite

About The Position

As a Service Coordinator, you are the connection between departments. You are responsible for delivering a warm, empathetic, and efficient customer experience—whether answering phones, booking appointments, or assisting with questions. Your role is key in ensuring customers feel confident, cared for, and supported throughout their service journey. You are responsible in supporting Field Coordinator, Procurement Coordinators, and Accounting department.

Requirements

Strong communication and listening skills
Friendly, confident, and calm phone presence
Attention to detail with data entry and scheduling
Basic understanding of HVAC, plumbing, or home services terminology (training provided)
Comfort with technology: phones, CRMs, chat tools, and basic troubleshooting
Ability to multi-task in a fast-paced environment
Willingness to receive coaching and apply feedback
High school diploma or GED required

Nice To Haves

Call center, scheduling, or customer service experience preferred
Experience with ServiceTitan or similar CRM is a plus
HVAC, plumbing, or dispatch industry experience is a bonus, but not required

Responsibilities

Answer incoming customer calls, texts, and chats with professionalism and empathy.
Book service appointments and create accurate job records in the CRM.
Ask probing questions to understand customer concerns and determine next steps.
Communicate clearly with customers about timing, expectations, and next steps.
Route calls and information correctly to the appropriate department or field coordinator.
Document all communication thoroughly in the system.
Maintain a calm, solution-focused demeanor during high call volume or escalated situations.
Reconcile any accounting needs when needed.
Oversee any parts scheduling, sold estimates, and customer communication.
Support Field coordinator in any daily duties they need.
Attend team meetings and training sessions on service excellence and system updates.
Review personal KPIs and participate in 1-on-1 coaching with your manager.
Oversee any parts scheduling and customer communication.
Listen to call audits or participate in shadowing to refine service techniques.
Contribute to department improvements by sharing customer feedback and ideas.
Help onboard and mentor new teammates when needed.
Participate in cross-departmental collaboration to improve the customer experience.