Service Operations Coordinator

Hsa Mechanical Services - Allentown, PA

Full-time - Mid Level

Allentown, PA

Specialty Trade Contractors

About the position

The Service Operations Coordinator at HSA Mechanical Services LLC is responsible for coordinating service operations related to HVAC-R services and installations. This role emphasizes customer service, effective communication, and efficient dispatching of technicians to ensure customer satisfaction and timely completion of tasks. The coordinator will also handle quoting, vendor relations, and maintain accurate records of service activities.

Responsibilities

• Receive and respond to incoming customer work requests.
• Dispatch technicians in the most efficient and effective manner possible.
• Work with technicians to obtain purchase orders for vendor purchases.
• Ensure consistent communication with technicians to ensure completion of tasks within established timeframe.
• Ensure work has been performed to customer's expectations.
• Answer customer inquiries and resolve or escalate customer issues as appropriate.
• Review open quoted work, project work, and service calls, and work with the Service Manager to create and publish daily work schedule.
• Review every completed SCID for completion, follow-up work, parts, labor hours, etc.
• Reconcile technicians' labor hours with GPS daily and process Time Track weekly.
• Present a courteous and professional image to the customer.
• Provide customers with status reports for service calls, quoted work, and projects.
• Maintain site and customer history through pictures and videos taken in the field by technicians.
• Responsible for taking recommendations from the field and providing quotes to customers on a timely basis.
• Review pictures and video from field technicians to ensure the accuracy of repairs recommendations and parts needed.
• Communicate and sell the quote to the customer/property manager directly.
• Coordinate with other departments as necessary to provide the best possible service to customers.
• Understand and calculate estimated profitability.
• Ensure quotes and proposals are 100% accurate and appropriate for customers.
• Promptly raise issues to management along with potential solutions.
• Solicit prices and availability for all parts and materials necessary for quotes.
• Receive and verify parts and materials.
• Coordinate returns of unused parts and materials for credit.
• Manage the ordering and staging of the parts and materials, working with the Service Manager to schedule the job, and following up with the customer to ensure satisfaction.
• Maintain company refrigerant log and tracking usage.

Requirements

• HVAC customer service or related customer service experience.
• High School diploma required; Business degree preferred.
• Strong time management skills: the ability to organize and manage multiple priorities.
• Strong database and computer skills.
• Strong customer orientation.
• Strong interpersonal and communication skills.
• Strong team player.

Benefits

• Competitive compensation schedule
• Great benefits
• Supportive team environment