Service Coordinator
Hybrid · Buffalo Grove, Illinois, United States
Job Summary
The Service Coordinator acts as an intermediary between customers and HVAC/Generator Service Technicians, dispatching technicians to locations, scheduling emergency services, and coordinating preventive maintenance work orders to optimize day-to-day service operations and customer satisfaction. Responsibilities include prioritizing and assigning work orders, communicating schedule updates to customers and teams, coordinating with service leadership on capacity and workload, maintaining accurate records in portals and internal systems, and monitoring active cases to drive timely completion. The role requires strong communication, attention to detail, and proficiency with office software and dispatch tools. Education requires a high school diploma or equivalent, with preferred Associate or Bachelor's degree and 3+ years in a field technician dispatch environment. The position is full-time with standard business hours and a clerical/office work setting.
Required Qualifications
- High school diploma or equivalent (GED)
- Minimum of 2 years in an escalated customer service response role (Level II or Level III preferred)
- Excellent phone etiquette and verbal communication skills
- Ability to listen effectively and adjust technical content for diverse audiences
- Proficiency in Microsoft Office; experience with dispatch software
- Strong written communication and documentation abilities
- Ability to read and interpret customer specifications, warranties, and company standards
- No supervisory responsibilities in current role
- Preferred: Associate or bachelor's degree; 3+ years of experience in a field technician service dispatch environment; experience with dispatch software (e.g., Service Titan)
- Project implementation experience with a new software system
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