The Service Coordinator plays a central role in supporting the daily operations of the Service Department, with responsibility for customer communication, technician dispatch coordination, and billing support. This role helps drive efficient scheduling, clear communication, and accurate processing of completed work through invoicing. Serving as a key point of coordination between customers, field personnel, and internal teams, the position requires strong organization, urgency, attention to detail, and dependable follow-through.
Responsibilities
Customer Communication and Service Support
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Coordinate incoming service requests and respond to customer calls and emails in a professional and timely manner.
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Maintain clear communication with customers regarding service status, scheduling updates, technician arrival windows, and job progress.
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Serve as a central point of communication between customers, technicians, and service leadership.
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Ensure customers are kept informed throughout the lifecycle of the work order.
Dispatch and Scheduling Coordination
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Dispatch technicians for service calls based on direction from service leadership and operational priorities.
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Coordinate planned maintenance and service calls with assigned technicians and customers.
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Adjust schedules as needed based on job progress, emergencies, technician availability, and customer needs.
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Monitor open calls and work orders daily to help ensure timely scheduling, completion, and closeout.
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Escalate scheduling conflicts, delays, or service issues to the appropriate supervisor or manager.
Work Order Management and Billing Support
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Review open and completed work orders for accuracy, completeness, and proper documentation.
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Follow up on labor, notes, materials, and required information needed to support billing.
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Create invoices or billing packages for completed work in accordance with internal processes.
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Assist with prebilling review and route billing items for approval as needed.
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Help ensure work orders are closed and invoiced in a timely manner.
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Coordinate with service leadership, technicians, purchasing, and accounting to resolve billing discrepancies or missing information.
Administrative and Operational Support
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Maintain accurate records within service software and internal tracking systems.
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Support reporting, documentation, and workflow tracking related to service activity.
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Review assigned technician timecards or job-related documentation for completeness and route issues for review.
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Assist with internal coordination across service, sales, purchasing, and accounting as needed to support smooth job execution and billing.
Competencies
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Strong customer service mindset
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Clear and professional communication
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Organization and follow-through
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Urgency and responsiveness
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Problem solving
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Attention to detail
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Team collaboration
Qualifications
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High school diploma or equivalent required.
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Prior experience in service coordination, dispatching, scheduling, billing, or administrative support preferred.
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Experience in construction, mechanical, HVAC, plumbing, or service operations environments strongly preferred.
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Strong verbal and written communication skills.
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Strong organizational skills and attention to detail.
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Ability to manage multiple tasks and shift priorities with urgency and professionalism.
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Proficient in Microsoft Office and service management or ERP software, preferably BuildOps.
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Ability to work effectively with field employees, customers, and internal departments.
United Mechanical is an Equal Opportunity Employer and embraces diversity in our employee population. We provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.
