Vendor Customer Service Representative

Authority HVAC•Tempe, AZ

About The Position

Authority HVAC provides commercial HVAC service and preventive maintenance to national retail brands across Arizona, Texas, Florida, and Colorado. We cover that footprint with roughly 70 field technicians plus a network of subcontractors handling everything our own crews can't reach. This is a customer service role where your customers are those subcontractors. You'll be on the phone with them daily — confirming scheduled PM visits, getting status on open jobs, chasing paperwork that hasn't arrived, and following up on the ones who've gone quiet. Most of the work is verbal, and most of it is the second, third, and fourth contact rather than the first. Vendors respond to the person who actually calls back. The other half of the job is making sure the record reflects what you learned. Every meaningful conversation gets documented in NetSuite the same day, clearly enough that someone else can pick up the thread cold. A call that isn't written down didn't happen. Both halves carry equal weight. Someone who's excellent on the phone but leaves no trail will struggle in this seat, and so will someone who keeps immaculate spreadsheets but won't dial out.

Requirements

2+ years in customer service, dispatch, vendor coordination, or service administration involving daily outbound phone contact
Genuinely comfortable making outbound calls and following up repeatedly without being reminded
Professional but firm — able to press a vendor for a commitment and hold them to it without damaging the relationship
Disciplined note-taker who documents as they go rather than reconstructing from memory later
Working Excel skills: sorting, filtering, VLOOKUP or XLOOKUP, pivot tables — and able to explain what you did
Strong written communication; you'll send follow-up emails with little supervision
Resourceful at online research — able to locate and qualify contractors in a market you've never worked in
Comfortable saying "these two records don't match and I don't know which is right" instead of picking one

Nice To Haves

Vendor, subcontractor, or supplier coordination experience, especially with trade contractors
Background in HVAC, plumbing, electrical, construction, or facilities services
Experience in an ERP or field service platform (NetSuite, ServiceTitan, BuildOps, ServiceTrade, or similar)
Familiarity with insurance and compliance documentation — COIs, additional insured endorsements, W-9s
Exposure to client work order portals (ServiceChannel, Corrigo, FM Pilot, etc.)

Responsibilities

Serve as a daily point of contact for our subcontractor network by phone and email
Confirm scheduled visits, obtain status updates on open work, and follow up on jobs that have stalled
Chase missing documentation until it arrives: COIs, W-9s, signed agreements, completed service paperwork, photos
Hold vendors to committed dates, and keep following up when they don't respond the first time
Build working relationships with recurring subs so your calls get returned
Escalate vendors who are consistently unresponsive or underperforming to the Vendor Manager
Research and identify prospective subcontractors in markets where we need coverage or a backup
Screen candidates before we engage them: active licensing, insurance limits, service capabilities, equipment they're qualified on, geographic radius, and rate expectations
Verify credentials independently rather than taking a vendor's word for it — license status, insurance certificates, and business standing
Walk new subcontractors through our onboarding requirements and collect a complete document package before their first assignment
Maintain a bench of vetted alternates in our key markets so we aren't sourcing under pressure when a vendor falls through
Track PM visits across client programs and verify completion against schedule
Follow up on incomplete or missed visits and get them rescheduled
Chase the deliverables required to close out a PM: checklists, findings, recommended repairs
Flag recurring problems with specific sites or vendors
Enter clear, complete notes on work orders and vendor records after every meaningful contact — this is a core function, not cleanup you do on Friday
Update work order status, dates, and vendor assignments so the system stays current
Maintain vendor records as insurance, contacts, coverage areas, and rates change
Hold to documentation standards consistently
Reconcile lists from multiple sources — client site rosters, PM schedules, subcontractor coverage maps — and flag discrepancies rather than guessing
Deduplicate and standardize site names, addresses, and equipment records across hundreds of locations
Build and update recurring Excel reports on vendor coverage, compliance status, and open items
Document repeatable procedures as you learn them