Service Coordinator/QuickBooks Specialist

Harwich Port Heating and Cooling•Harwich, MA

4d•$24 - $26

About The Position

The HVAC Service Coordinator is the primary point of contact between customers, field technicians, and management. The position coordinates service calls, scheduling, dispatching, work orders, customer communication, and resource use to support customer satisfaction and operational efficiency. It also handles permits, warranty registrations, maintenance agreements, administrative records, reporting, and support for technicians and the service team. Strong proficiency in QuickBooks Online and ServiceTitan experience are required.

Requirements

Strong proficiency in QuickBooks Online.
At least one year of ServiceTitan experience.
At least two years of experience in HVAC, plumbing, electrical, or another 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.
Organized and process-oriented, with strong multitasking, communication, problem-solving, documentation, and cross-department teamwork skills.

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; code labor, parts, and warranties accurately; and collect required purchase orders or authorization numbers.
Apply for and track permits for HVAC installations, replacements, and service jobs; communicate with municipalities about approvals and inspections; and maintain permit records and follow-up requirements.
Assign and dispatch technicians based on skill, availability, and location; monitor workloads and adjust schedules; track work orders; and maintain service calendars.
Answer customer calls, emails, and portal requests; schedule appointments and provide arrival windows; communicate delays, reschedules, and service updates; and address concerns or escalate them to the Service Manager.
Register installation warranties with manufacturers, ensure documentation is accurate 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; and coordinate maintenance visits.
Assist with timecard verification and approval for assigned technicians; maintain service-agreement, preventative-maintenance, and recurring-visit records; generate service-performance reports; and support billing and collections by ensuring documentation is complete and timely.
Provide technicians with job details, directions, and instructions; assist with parts ordering, job notes, and customer communications; coordinate material availability with the warehouse and parts team; and facilitate communication between the service team and management.