Office Coordinator HVAC Service

Position Overview

The Office Coordinator serves as the operational hub of the HVAC Service Division, responsible for coordinating service calls, supporting field technicians, maintaining administrative workflows, and ensuring a high level of customer service. This role is critical in keeping daily service operations organized, responsive, and efficient.

Key Responsibilities

1. Service Coordination & Dispatch Support

• Schedule and dispatch HVAC service technicians for service calls, maintenance, and emergency work
• Monitor technician schedules and adjust based on priority, location, and workload
• Serve as the primary point of contact between field technicians and customers
• Track service call progress and ensure timely completion

2. Customer Service & Communication

• Answer incoming calls and respond to service requests in a professional and timely manner
• Create and manage service tickets/work orders
• Communicate appointment confirmations, updates, and delays to customers
• Resolve basic customer concerns and escalate issues when necessary

3. Administrative & Operational Support

• Maintain accurate records of service calls, customer data, and job status
• Process service reports, timesheets, and technician documentation
• Assist with invoicing preparation and coordination with accounting
• Maintain filing systems (digital and physical) for service records

4. Field Team Support

• Coordinate material or equipment needs with warehouse or vendors
• Support technicians with job information, directions, and documentation
• Track technician time, attendance, and daily activity logs

5. Reporting & Data Tracking

• Generate daily/weekly service reports (calls completed, open tickets, response times)
• Monitor KPIs such as response time, service completion rates, and backlog
• Identify scheduling inefficiencies or recurring service issues

Required Skills, Education, Knowledge, and Qualifications:

• High School Diploma required; Associate’s degree preferred
• 2+ years of administrative, dispatch, or coordination experience
• Experience in HVAC, construction, or service industry strongly preferred
• Strong organizational and multitasking ability in a fast-paced environment
• Excellent communication skills (phone, email, and internal coordination)
• Proficiency in Microsoft Office (Excel, Outlook, Teams)
• Experience with dispatching or service management software
• Ability to prioritize urgent service requests and manage shifting schedules