Service Operations & CRM Coordinator
Wolcott, CT
Pay: $25.00–$30.00 per hour + Benefits
We are seeking an experienced Service Operations & CRM Coordinator to support our commercial and residential HVAC service operations in Wolcott, CT.
This position plays a key role in keeping daily operations running smoothly through ServiceTitan management, dispatching and scheduling, proposals and estimates, permitting, warranties, and customer coordination. The ideal candidate is highly organized, thrives in a fast-paced service environment, and has hands-on ServiceTitan experience.
Essential Duties & Responsibilities
- Schedule and dispatch commercial and residential HVAC service calls, maintenance visits, and project work.
- Manage technician schedules and routing, adjusting throughout the day as priorities change.
- Maintain accurate customer, job, equipment, technician, and service information in ServiceTitan.
- Create and track service tickets, maintenance agreements, proposals, estimates, and follow-up tasks.
- Generate and send customer proposals and estimates and follow up on outstanding proposals.
- Coordinate permits and inspections, including applications, documentation, scheduling, and follow-up.
- Manage equipment registrations and manufacturer warranty claims, including documentation and claim tracking.
- Communicate with customers regarding appointments, proposals, warranties, service agreements, and job status.
- Coordinate with technicians, service managers, project managers, and internal teams to keep jobs moving efficiently.
- Monitor open jobs and workflows to ensure documentation is complete and jobs are properly closed out.
- Assist with ServiceTitan reporting, data accuracy, workflow improvements, and user support.
Why Join Us?
We believe great people are the key to our continued growth. You’ll be joining a collaborative, growing company where your contributions matter and there are opportunities to continue developing your career.
Our benefits include:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- HSA & FSA options
- Paid time off
- Tuition reimbursement
- Training and professional development
- Opportunities for career growth and advancement
- Supportive, team-oriented work environment
Requirements
- Experience in HVAC, plumbing, electrical, or a related service industry.
- 1+ year of hands-on ServiceTitan experience required.
- Previous dispatching and technician scheduling experience required.
- Experience with proposals, estimates, service agreements, or service coordination.
- Experience with permitting and/or warranty processing strongly preferred.
- Strong organizational and multitasking skills.
- Excellent communication skills with customers and field technicians.
- Detail-oriented with strong follow-through and accuracy.
- Comfortable supporting both commercial and residential service operations.
Key Competencies
- Customer-focused
- Tech-savvy and process-driven
- Highly organized
- Strong problem-solving skills
- Excellent communicator
- Able to prioritize and adapt quickly in a fast-paced environment
Physical Demands
- Ability to sit and work at a computer for prolonged periods.
- Frequent typing and mouse use.
- Ability to lift up to 25 pounds.
