Operations Coordination Specialist

Hero Home Services•Bloomington, MN

7d•$23 - $25•Onsite

About The Position

The Operations Coordination Team is responsible for the end-to-end coordination of service and install jobs, ensuring alignment between ServiceTitan (CRM), ProBook (dispatch platform), field operations, and customer expectations. This team replaces traditional Dispatch and Install Coordination roles, evolving into a centralized function focused on job readiness, execution, communication, and operational efficiency. The Operations Coordination Specialist (OCS) is a proactive operational leader responsible for ensuring jobs are properly built, scheduled, prepared, and executed. This role goes beyond dispatching and coordination—owning the full lifecycle of the job, from initial setup to completion, while preventing issues before they occur and ensuring a seamless experience for both customers and field teams.

Requirements

Experience in dispatch, scheduling, coordination, and or project management
Strong organizational, multitasking, and prioritization skills
Excellent communication skills (written and verbal)
High attention to detail and ability to manage complex workflows
Ownership mindset – takes responsibility end-to-end
Team-first mentality – supports others without being asked
Reliable with strong work ethic – consistently goes above and beyond
Confident communicator – sets clear expectations and boundaries
Process-driven – consistent, disciplined, and detail-oriented

Nice To Haves

Experience with ServiceTitan, ProBook, or similar systems preferred

Responsibilities

Validate and verify jobs in ProBook to optimize technician efficiency and routing
Monitor same-day and next-day schedules, adjusting in real time
Validate technicians to jobs based on skillset, availability, and geography
Coordinate complex job types (installs, callbacks, returns, unfinished work)
Build and review jobs in ServiceTitan for accuracy and completeness.
Verify parts and materials availability
Verify job scope and documentation
Verify permits and rebates submitted where applicable
Act as the gatekeeper to prevent incomplete or high-risk jobs from being scheduled
Use ServiceTitan (ST) for job creation, customer records, and workflow tracking
Maintain real-time accuracy between ST and ProBook
Leverage system visibility (job status, parts ETA, technician availability) to drive decisions
Serve as the central communication hub for all operational coordination
Proactively communicate with technicians on job status and readiness
Proactively communicate with Trade Managers on scheduling updates and changes
Proactively communicate with customers on confirmations, delays, and expectations
Bridge gaps between system data and real-world execution
Monitor all active jobs and identify scheduling gaps or overlaps
Monitor all active jobs and identify at-risk or delayed jobs
Monitor all active jobs and identify workflow breakdowns
Maintain a clean, accurate, and optimized board across all job types
Ensure installs are completed, subcontractors are coordinated, and follow-ups occur
Ensure all customer commitments are met, and expectations are clearly set before installation
Handle customer concerns and escalate when needed
Follow up on installations and service work to ensure satisfaction
Monitor and follow up on open or past-due invoices
Monitor and follow up on job costing and accuracy
Monitor and follow up on department expenses and documentation tracking
Maintain accurate records, reporting, and tracking systems
Support team workload across service and install coordination
Assist with call overflow, scheduling gaps, and workload balancing
Follow all company processes, checklists, and workflows
Take full ownership of results and ensure daily work is completed