Service Coordinator-QuickBooks Specialist HWP

Century Mechanical Holdings•Harwich, MA

4d•$24 - $26

About The Position

The HVAC Service Coordinator serves as the primary point of contact between customers, field technicians, and management. The position coordinates service calls, scheduling, dispatching, communication, and work-order processing to support customer satisfaction, operational efficiency, and the field service team. The role manages ServiceTitan work orders and related job information, coordinates HVAC permits, schedules and dispatches technicians, responds to customer inquiries, and handles warranty registrations and maintenance agreements. It also supports timecard verification, service reporting, billing documentation, parts coordination, and communication between technicians, the service team, and management.

Requirements

Strong proficiency in QuickBooks Online.
At least one year of ServiceTitan experience.
At least two years of experience in HVAC, plumbing, electrical, or a service-based industry.
Strong administrative, scheduling, and customer service skills.
Experience with service software and/or CRM tools.
Attention to detail and ability to manage multiple priorities.
Professional written and verbal communication skills.
Ability to remain calm and professional in fast-paced situations.
Ability to sit for prolonged periods, perform repetitive typing and mouse use, view screens for prolonged periods, and lift up to 25 pounds.

Nice To Haves

Familiarity with permit processes and local municipality requirements.
Bilingual ability.
Knowledge of HVAC systems and terminology.

Responsibilities

Create, review, and close out work orders in ServiceTitan.
Verify customer, equipment, warranty, and maintenance-agreement details, and accurately code labor, parts, and warranties.
Collect and enter purchase orders or authorization numbers when required.
Apply for and track permits for HVAC installations, replacements, and service jobs; communicate with municipalities about approvals and inspections.
Maintain organized permit records, including status, expirations, and follow-up requirements.
Assign and dispatch technicians based on skill set, availability, and location.
Monitor technician workloads and adjust schedules to maximize efficiency.
Track work orders in ServiceTitan and maintain daily and weekly service calendars.
Answer inbound customer service calls, emails, and portal requests.
Schedule appointments and provide accurate arrival windows; communicate delays, rescheduling, and service updates.
Address customer concerns promptly and escalate issues to the Service Manager as needed.
Register warranties for new installations, ensure documentation is complete and provided to customers, and track warranty terms and expiration dates.
Create, renew, and track residential or light commercial maintenance agreements; follow up on expiring or lapsed agreements.
Coordinate maintenance visits with technicians and customers.
Assist with timecard verification and approval for assigned service technicians.
Maintain records of service agreements, preventative maintenance schedules, and recurring visits.
Generate daily, weekly, or monthly service performance reports.
Support billing and collections by ensuring documentation is complete and timely.
Provide technicians with job details, directions, and special instructions.
Track technician progress and support parts ordering, job notes, and customer communications.
Coordinate with the warehouse and parts team to ensure required materials are available.
Facilitate communication between the service team and management.