Service Coordinator

ThermFlo•Buffalo Grove, IL

7d•$50,000 - $60,000•Onsite

About The Position

The Service Coordinator acts as an intermediary between customers and our HVAC/Generator Service Technicians. This role is responsible for dispatching technicians to location, scheduling emergency services, and coordinating preventive maintenance work orders (all requested servicing goes through this department). The Service Coordinator will dispatch, track, and schedule work, completing necessary documentation to optimize day-to-day service operations and customer satisfaction. They are responsible for reviewing requests and submitting within customer portals in a timely manner to keep business efficiency. Service Scheduling & Workflow Coordination Manages and prioritizes work orders across planned maintenance, emergency calls, quoted work, warranty repairs, and customer requests, ensuring schedules align with urgency, resource availability, and contract requirements. Assigns technicians based on skill set, location, workload, and service deadlines to maximize field efficiency and customer satisfaction. Communicates schedule updates, delays, and changes proactively to customers and internal teams to maintain transparency and reduce operational impact. Collaborates with service leadership on prioritization, capacity planning, and workload distribution to support overall business needs. Customer Communication Serves as a primary point of contact for customers regarding service scheduling & status updates. Gathers detailed information on symptoms, site conditions, and customer expectations and accurately communicates these to assigned technicians to ensure preparedness. Maintains strong professional relationships by providing timely responses, clarifying service scope, and escalating concerns when needed. Systems, Applications & Documentation Management Utilizes designated technical applications, OEM portals, field service software, and internal systems to schedule work, record updates, and maintain accurate service case information. Ensures all internal and customer-facing portals reflect up-to-date, accurate information, including scheduled dates, case notes, documents, and completion details. Documents all scheduling and communication actions promptly to support billing, compliance, and field operations. Case Monitoring & Performance Tracking Monitors the status of all open service cases daily, coordinating with technicians, customers, and supervisors to drive timely completion. Identifies potential delays, resource gaps, or scope changes early and initiates the appropriate escalation or mitigation steps. SECONDARY RESPONSIBILITIES Proactively identifies bottlenecks, recurring issues, or communication breakdowns and suggests process improvements to enhance team efficiency. Escalates customer questions, concerns, and service risks to the appropriate internal teams to ensure swift resolution. Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures or any official Company documents. Other duties, as assigned.

Requirements

Requires high school diploma or equivalent (GED).
A minimum of 2 years in an escalated customer service response role, ideally Level II or Level III.
Excellent phone etiquette and verbal communication skills, with the ability to listen effectively to understand the needs of internal and external customers and adjust technical content to meet different audience knowledge.
Ability to write effectively for electronic communication with customers, coworkers, and vendors.
Ability to read and interpret documents such as customer specifications, warranties, and company standards.
Ability to use Microsoft Office suite and experience with additional dispatch software.

Nice To Haves

Associate or bachelor’s degree preferred.
3+ years of experience in a field technician service dispatch environment.
Dispatch software experience preferred. (e.g.: Service Titan or equivalent).
Project implementation experience with a new software system.

Responsibilities

Manages and prioritizes work orders across planned maintenance, emergency calls, quoted work, warranty repairs, and customer requests, ensuring schedules align with urgency, resource availability, and contract requirements.
Assigns technicians based on skill set, location, workload, and service deadlines to maximize field efficiency and customer satisfaction.
Communicates schedule updates, delays, and changes proactively to customers and internal teams to maintain transparency and reduce operational impact.
Collaborates with service leadership on prioritization, capacity planning, and workload distribution to support overall business needs.
Serves as a primary point of contact for customers regarding service scheduling & status updates.
Gathers detailed information on symptoms, site conditions, and customer expectations and accurately communicates these to assigned technicians to ensure preparedness.
Maintains strong professional relationships by providing timely responses, clarifying service scope, and escalating concerns when needed.
Utilizes designated technical applications, OEM portals, field service software, and internal systems to schedule work, record updates, and maintain accurate service case information.
Ensures all internal and customer-facing portals reflect up-to-date, accurate information, including scheduled dates, case notes, documents, and completion details.
Documents all scheduling and communication actions promptly to support billing, compliance, and field operations.
Monitors the status of all open service cases daily, coordinating with technicians, customers, and supervisors to drive timely completion.
Identifies potential delays, resource gaps, or scope changes early and initiates the appropriate escalation or mitigation steps.
Proactively identifies bottlenecks, recurring issues, or communication breakdowns and suggests process improvements to enhance team efficiency.
Escalates customer questions, concerns, and service risks to the appropriate internal teams to ensure swift resolution.
Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures or any official Company documents.
Other duties, as assigned.