Service Coordinator

Quantum Industrial•Gilbert, AZ

6d•Onsite

About The Position

The Service Coordinator is responsible for ensuring daily service operations run efficiently by coordinating technician schedules, dispatching service calls, managing customer communications, and maintaining accurate service documentation. This position serves as the primary liaison between customers, field technicians, and service leadership to deliver exceptional customer service while supporting operational performance and team success.

Requirements

High school diploma or GED required
2+ years of experience in service coordination, dispatching, scheduling, or customer service within construction, mechanical, HVAC, plumbing, or related service industries
Strong understanding of scheduling, dispatching, workforce planning, and service operations
Experience with dispatching software, CMMS/CRM platforms, QuickBooks, and Microsoft Office Suite
Ability to prioritize multiple tasks while maintaining accuracy in a fast-paced environment
Excellent communication, organizational, and customer service skills
Ability to read work orders, service tickets, and basic scopes of work
Strong problem-solving skills with the ability to make decisions under pressure

Nice To Haves

Associate's or Bachelor's degree preferred
Working knowledge of HVAC, plumbing, or commercial construction service operations preferred

Responsibilities

Receive and respond to customer service requests via phone, email, and online portals in a timely manner
Schedule and dispatch technicians based on availability, skill set, customer priority, and geographic routing
Maintain real-time service schedules and communicate schedule updates to technicians and customers
Serve as the primary point of contact for customers throughout the service process
Confirm appointments, provide service updates, and complete post-service follow-up communications
Maintain accurate work orders, service tickets, technician notes, and customer records within the service management system
Generate purchase orders, reconcile receipts, and assist with service-related administrative documentation
Process daily payroll entries and prepare weekly payroll summaries
Track key performance metrics including response times, technician utilization, preventive maintenance compliance, and customer satisfaction
Support on-call dispatch operations and respond to urgent service requests as needed
Collaborate with service managers, technicians, and internal departments to ensure efficient service delivery and continuous operational improvement