HVAC Service Coordinator
Location: Tallahassee, FL
Job Type: Full-Time | On-Site
Compensation: Competitive Salary (DOE) + Benefits
About the Role
We are seeking a highly organized and customer-focused HVAC Service Coordinator to serve as the central point of coordination for a busy commercial service department. This position plays a critical role in ensuring the efficient scheduling, dispatching, communication, documentation, and administrative support of daily service operations.
The HVAC Service Coordinator will work closely with customers, service technicians, vendors, and management to coordinate service requests, prioritize workload, maintain accurate records, support billing activities, and ensure exceptional customer service throughout the service lifecycle. This individual will be responsible for managing multiple priorities in a fast-paced environment while maintaining accuracy, professionalism, and responsiveness.
The ideal candidate will have experience supporting field service operations within HVAC, plumbing, mechanical, electrical, controls, facilities maintenance, or related service industries.
Key Responsibilities Customer Service & Communication
Serve as the primary point of contact for customers regarding service requests, maintenance needs, scheduling inquiries, and emergency service situations.
Respond promptly and professionally to customer calls, emails, and inquiries.
Provide customers with updates regarding technician arrival times, work status, scheduling changes, and service completion.
Maintain a high level of customer satisfaction by ensuring clear and proactive communication throughout the service process.
Resolve routine customer concerns and escalate complex issues when appropriate.
Scheduling & Dispatch Coordination
Coordinate, schedule, and dispatch service technicians based on customer needs, technician skill sets, location, workload, and service priorities.
Manage daily technician schedules to maximize productivity and efficiency.
Coordinate emergency service requests and after-hours service coverage as needed.
Monitor service calendars and adjust schedules in response to changing priorities and operational demands.
Work closely with service management to balance workloads and optimize technician utilization.
Service Operations Support
Manage service requests from initiation through completion.
Create, update, and maintain work orders, service tickets, and job records.
Coordinate customer access requirements, site information, equipment details, and service documentation.
Track job progress and communicate status updates to customers and internal stakeholders.
Ensure all service activities are properly documented and completed in accordance with company procedures.
Administrative & Documentation Management
Maintain accurate customer records, technician notes, service histories, purchase orders, and scheduling information within company systems.
Review technician time entries, work order documentation, and job records for completeness and accuracy.
Prepare and process service-related documentation, including work orders, service reports, invoices, quotations, and purchase orders.
Organize and maintain electronic and physical records in accordance with company standards.
Generate operational reports and assist with departmental recordkeeping as required.
Billing, Invoicing & Financial Support
Support invoicing activities by ensuring service documentation is complete and accurately processed.
Review service records to facilitate timely billing and revenue recognition.
Assist with accounts receivable and accounts payable activities related to service operations.
Coordinate purchase orders and vendor documentation as necessary.
Support payroll-related processes through review and verification of technician hours and service records.
Team Collaboration & Process Improvement
Collaborate closely with technicians, service managers, vendors, and internal departments to ensure smooth service delivery.
Assist in identifying opportunities to improve scheduling efficiency, customer service processes, communication workflows, and operational effectiveness.
Participate in departmental initiatives focused on service quality and continuous improvement.
Support additional service department responsibilities as assigned.
Required Qualifications
High School Diploma, GED, or equivalent required.
Minimum of three (3) years of experience in service coordination, dispatching, scheduling, customer service administration, or a related field.
Experience supporting service operations within HVAC, mechanical, plumbing, electrical, controls, facilities maintenance, construction services, or a similar industry preferred.
Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and related business applications.
Strong customer service skills with the ability to professionally interact with customers, vendors, technicians, and management.
Excellent verbal and written communication skills.
Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
Ability to maintain accuracy while working in a fast-paced service environment.
Preferred Qualifications
Associate Degree in Business Administration, Accounting, Operations, or a related field.
Experience utilizing service management, dispatch, scheduling, or field service software.
Previous experience supporting HVAC, plumbing, mechanical, electrical, or field service operations.
Familiarity with invoicing, purchase orders, payroll support, accounts receivable, and accounts payable processes.
Experience coordinating emergency service calls and after-hours dispatch activities.
Knowledge, Skills & Abilities
Strong understanding of dispatching, scheduling, and service coordination processes.
Knowledge of customer service best practices and service department operations.
Ability to effectively prioritize competing service requests and operational demands.
Strong problem-solving and decision-making abilities.
Ability to communicate effectively with customers, technicians, vendors, and internal stakeholders.
Strong attention to detail and documentation accuracy.
Ability to maintain confidentiality and professionalism in all business interactions.
Ability to adapt quickly to changing schedules, service emergencies, and evolving operational requirements.
Strong computer proficiency and ability to learn new software systems.
Physical Requirements
Ability to sit, stand, walk, bend, and reach throughout the workday.
Ability to operate computers, telephones, and standard office equipment for extended periods.
Ability to communicate effectively in person, by phone, and through electronic communications.
Ability to occasionally lift and/or move up to 25 pounds.
Manual dexterity sufficient for data entry, document management, and office equipment operation.
Adequate vision and hearing to effectively perform job responsibilities.
Work Environment
This position operates primarily within a professional office environment and requires frequent communication with customers, service technicians, vendors, and internal personnel. The role involves extensive use of computers, telephones, scheduling systems, and service management software while managing multiple priorities in a fast-paced service environment. Occasional visits to warehouse, shop, service, or project locations may be required.
