Service Intake Coordinator

Pro-Serv Food Equipment•Charlotte, NC

1d•Onsite

About The Position

Pro-Serv Facility Solutions is looking for a highly organized, energetic, and detail-driven Service Intake Coordinator to become the front door of our service operation. Pro-Serv provides commercial HVAC, refrigeration, cooking equipment, plumbing, hood/exhaust, and facility services throughout the Carolinas. We operate in a fast-paced service environment where customers depend on us when critical equipment goes down. This is not just a receptionist position. The Service Intake Coordinator plays a critical role in our operation by receiving incoming service requests, gathering accurate information, creating work orders, and getting each call to the correct dispatch team quickly and accurately. If you're great on the phone, extremely organized, comfortable working at a fast pace, and take pride in getting the details right, we want to talk to you.

Requirements

Excellent phone and customer-service skills.
Extremely organized and detail-oriented.
Ability to manage phones, emails, and multiple requests simultaneously.
Works well in a fast-paced environment.
Communicates clearly and professionally.
Types quickly and accurately.
Comfortable learning new software.
Ability to follow established processes consistently.
Knows when something is urgent and needs immediate attention.
Takes ownership instead of waiting for someone else to fix a problem.
Works well as part of a team.
Can remain calm when customers or situations become stressful.

Nice To Haves

Previous experience in dispatch, customer service, HVAC, refrigeration, commercial service, facilities management, or restaurant equipment service is a plus, but industry experience is not required for the right person.

Responsibilities

Answer incoming customer service calls professionally and efficiently.
Monitor and manage incoming service emails throughout the day.
Receive service requests by phone, email, customer portals, and internal teams.
Create accurate service work orders in our service management system.
Verify customer, location, and contact information.
Gather equipment information and a clear description of the reported problem.
Obtain required PO numbers, NTE amounts, and authorization information.
Identify emergency and priority service requests based on company procedures.
Check for existing/open work orders to prevent duplicate calls.
Review customer account notes and special service requirements.
Attach customer emails, photos, POs, and supporting documentation to work orders.
Route service requests to the correct Pro-Serv dispatch team.
Immediately communicate emergency requests to Dispatch.
Communicate with customers to confirm their service request has been received.
Assist customers with basic service-request and status questions.
Maintain accurate call notes and documentation.
Keep the service intake queue clean and organized.
Work closely with Dispatch, Account Management, Field Operations, Estimating, and Billing.