Service Coordinator

FIRSTCALL MECHANICAL GROUP LLC • Boston, MA

5d • $30 - $35 • Onsite

About The Position

Reporting to the Service Coordinator, you will deliver exceptional customer and field technician experience through efficient scheduling, reliable communication, and precise coordination. This role is essential to keep our service engine running smoothly and aligned with LC Anderson’s promise of excellence.

Requirements

• 1-3+ years of experience in dispatching
• Experience in HVAC or the service industry strongly preferred
• Strong organizational and interpersonal skills, and able to work well within a team environment
• Capable of remaining patient and calm when dealing with frustrated technicians or clients
• Geographical knowledge of the service area or map-reading skills
• A drive for successful outcomes in the face of obstacles, with follow-through and sense of urgency
• Strong organizational and multitasking ability in a fast-paced, high-call-volume setting
• Capable of managing urgent customer requests and service coordination under tight timelines
• Clear, productive communicator - both written and verbal
• Critical thinker, attentive to detail, and active listener
• Team-oriented, positive, and eager to support internal and external stakeholders
• A problem-solver who will identify needs and make meaningful contributions to process enhancement
• Dependable in your role, your team, and your stakeholders
• Microsoft Office Suite skills are a MUST
• Maintains a professional but friendly and outgoing demeanor
• Strong problem-solving skills
• Communicates clearly and professionally with customers, technicians, and management.
• Listens actively and responds to customer inquiries with patience.
• Quickly assesses urgent situations, such as emergency service requests or schedule changes, and finds the best solutions.
• Primarily works in the office, coordinating service calls, managing schedules, and handling administrative tasks.
• May need to work in a shared office space with other coordinators.
• Requires extended periods of sitting while on a computer, answering phones, and managing scheduling systems.
• May need to move around the office to communicate with team members, retrieve documents, or check inventory.
• Occasionally required to lift office supplies, files, or small HVAC-related parts (typically under 20 lbs.).

Responsibilities

• Own the Client and Technician Experience
• Build lasting relationships with our clients and technicians with your excellent interpersonal skills and timely communication.
• Exceed expectations by following through to deliver our promise to clients and technicians
• Listen for and act on safety concerns.
• Schedule with Precision
• Manage and adjust technician schedules using our internal software.
• Create and track Purchase Orders for material, parts, equipment, and subcontractors.
• Ensure all materials and documentation are received and in place before the job starts.
• Drive Completion and Communication
• Review job reports and ensure proper documentation is sent to clients in a timely manner.
• Implement internal processes to ensure compliance and quality.
• Following up every step of the way.
• Commit to ensuring safe working conditions
• Scheduling & Dispatching
• Customer Service & Communication
• Work Order & Documentation Management
• Compliance & Safety
• Administrative & Reporting Responsibilities

Benefits

• Competitive Weekly Pay
• Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
• Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
• Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans
• Career Growth & Development- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
• Generous Referral Bonus of $2,500 per referral
• Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed