Service Coordinator/QuickBooks Specialist-Waterbury-CT

Century Mechanical Holdings•Waterbury, CT

7d•$25 - $32•Onsite

About The Position

The HVAC Service Coordinator serves as the primary point of contact between customers, field technicians, and management. The role coordinates scheduling, dispatching, service calls, communications, and work orders to support customer satisfaction, operational efficiency, and the field service team. This is a full-time, on-site position in Waterbury, Connecticut, requiring extensive QuickBooks Online knowledge and ServiceTitan experience. The coordinator manages work orders in ServiceTitan, verifies job details and coding, collects required purchase orders or authorization numbers, applies for and tracks permits, and communicates with municipalities about approvals and inspections. The role also handles customer inquiries and appointment updates, technician dispatch and workload adjustments, warranty registrations, maintenance agreements, service records, timecard verification, service reporting, and documentation supporting billing and collections. The coordinator supports technicians with job details, parts coordination, and customer communications, and facilitates communication among the service team, warehouse, and management. The physical work environment includes prolonged sitting and screen viewing, repetitive typing and mouse use, and lifting up to 25 pounds. The employer conducts professional reference checks and verifies employment history; employment is contingent upon successful checks.

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 information, equipment, warranty, and maintenance agreement details; ensure accurate labor, parts, and warranty coding.
Collect and enter purchase orders or authorization numbers when required.
Apply for and track permits for HVAC installation, replacement, and service jobs; communicate with municipalities about approvals and inspections; maintain permit records and follow-up requirements.
Assign and dispatch technicians according to skill set, availability, and location; monitor workloads and adjust schedules.
Track work orders and maintain daily and weekly service calendars.
Answer customer calls, emails, and portal requests; schedule appointments and communicate arrival windows, delays, reschedules, and service updates.
Address customer concerns and escalate issues to the Service Manager as needed.
Register manufacturer warranties for new installations, maintain accurate documentation, provide documents 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 and coordinate maintenance visits.
Assist with timecard verification and approval for assigned technicians.
Maintain service agreement, preventative maintenance, and recurring visit records.
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; 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.