Service Coordinator, HVAC

Position Type: Full-time, hourly position that is eligible for over-time. This is a fully remote position that requires an efficient home office environment with reliable internet service.

Job Summary

The Service Coordinator is responsible for office support of the HVAC service department, including call intake, customer service, dispatching, and administrative tasks.

Essential Functions

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

• Scheduling:
• Coordinate on-demand billable calls for maintenance or repair.
• Proactively schedule preventative maintenance visits due for delivery to plan members.
• Ensure proper resources are scheduled according to service need.
• Optimize the service tech calendar to increase efficiency.
• Customer Communication:
• Manage customer service issues, deploying appropriate techs to achieve resolution.
• Effectively handle escalated customer issues, scheduling or rescheduling service appointments as needed.
• Gain alignment from customers on proposed service work to build service revenue.
• Follow up on all proposed, quoted work or return visit requests in a timely fashion.
• Create POs for part ordering and follow up with Materials Manager and Service Technicians for part tracking.
• Continually update customers on remaining balances due.
• Notify customers of expired credit cards used for subscription payment.
• Communication:
• Ensure service crews have updated customer information.
• Compile information related to post-install issues, and call-backs, so that root causes can be addressed by project coordinators and managers.
• Respond professionally and in a timely manner to calls, emails, and instant messages.
• Take part in on-call dispatching rotation, fielding and dispatching emergency calls during off-hours and weekends on a rotating basis
• Perform additional tasks as required.
  
  

Education & Experience

• High School diploma or equivalent.
• Bachelor’s degree in relevant field preferred.
• Experience working in HVAC customer service field or 3+ years or in the HVAC field preferred.
• Proficiency working with MS Office.
• Proficiency working with Customer Relationship Management (CRM) software such as Salesforce preferred.
• Customer focused.
• Excellent communication skills.
• Ability to work independently or as part of a team.
• Time Management skills.
• Problem solving ability.
• Position requires proficiency in reading, writing, and communicating in English.
  
  

Supervisory Responsibilities

This is an individual contributor position with no supervisory responsibilities.

Work Environment (May include one of the following based on location and business needs):

• Office Environment: This position is primarily based in an open office environment with typical office conditions; however, may occasionally be required to perform job duties outside the typical office setting.
• Hybrid position: This position is a flexible work model that combines remote and on-site work. When working remotely, the employee is required to have a workspace free of distraction during work hours to perform job duties.
  
  

Physical Demands

• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.
• This job may require travel in a personal or company-provided vehicle.
  
  

Equal Opportunity Employer

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.