Service Coordinator

Comprehensive Energy Services, Inc•Pompano Beach, FL

About The Position

Comprehensive Energy Services, Inc. is hiring a Service Coordinator to support the operations management team under general supervision. The role maximizes resources, productivity, and profitability, and collaborates with the Field Supervisor and Service Manager to ensure technical service work is completed in a reasonable time and to customer satisfaction. The Service Coordinator manages customer service requests and technician dispatch, coordinates service follow-up, and helps ensure work orders, customer account information, billing details, permitting, and service materials are handled correctly. The role also supports customer relationships, service estimates and quotes, business reviews, and communication between customers, technicians, supervisors, sales, and accounting.

Requirements

At least five years of service-related experience, managing service operations, and/or service scheduling.
High school diploma or equivalent.
Ability to perform work independently.
Strong organizational skills and demonstrated attention to detail.
Strong verbal, reading, and writing skills, with the ability to communicate at all levels.
Ability to read and apply manufacturers' instructions and communicate clearly with customers, suppliers, and CES employees.
Ability to handle large projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
Ability to prioritize work activities based on financial impact to business goals.
Basic computer skills, including Microsoft Word and Excel.
Ability to develop relationships.
Strong analysis and judgment skills.
Ability to work well in a team environment.

Nice To Haves

Associate's degree.
Experience and/or basic knowledge of project accounting and cost principles.
Some knowledge of industry standards in HVAC, Refrigeration, Controls, or Plumbing.

Responsibilities

Receive scheduled and unscheduled customer service requests and dispatch technicians as needed.
Request and manage permitting, liens, and notary services.
Confirm work meets customer expectations and provide customer follow-up as needed.
Answer customer inquiries and resolve or escalate customer issues.
Reconcile service requests daily upon completion of the service job.
Follow up on activities to ensure service is completed within the expected timeline.
Provide technicians with service repair estimates as needed.
Provide customers with immediate quotes for unexpected labor or costs.
Follow up with customers on proposals for extra work.
Develop and maintain long-term relationships with customers and subcontractors.
Prepare and discuss critical account information related to profitability and customer satisfaction in business review meetings.
Research and follow up on questions identified during monthly business reviews.
Keep customer account information required for call management and task scheduling up to date in Sage Management.
Work to keep external and internal customers satisfied.
Contact customers within 24 hours of service completion to confirm the issue has been resolved to their satisfaction.
Order maintenance materials and repair parts as needed.
Escalate issues to appropriate individuals for timely follow-up, including directly contacting customers to secure purchase orders or address special invoicing needs when required.
Verify work orders contain correct billing information, including rates, materials, and miscellaneous charges, before sending them to Accounting for closure.
Forward field-generated sales leads to the appropriate salesperson or supervisor.