What are the responsibilities and job description for the Service Coordinator position at FIRSTCALL MECHANICAL GROUP LLC?
A FirstCall Mechanical Company
SERVICE COORDINATOR
Location: Charlotte, NC
WHO IS FIRSTCALL MECHANICAL?
STR Mechanical is a commercial and industrial HVAC services provider in the Charlotte metro area. Founded in 2006, STR Mechanical partnered with FirstCall Mechanical in 2024.
FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. FirstCall serves a wide array of facility and customer types, including distribution centers, industrial plants, universities, airports, healthcare facilities, self-storage units, and more. With approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas, FirstCall is committed to building durable partnerships. The company is actively expanding its operations nationwide and partnering with organizations that share its dedication to quality and customer satisfaction.
FirstCall Mechanical not only partners with companies to nurture growth in the market, but also provides equal focus on employee growth and development as well. We believe when YOU succeed, we all succeed, so we strive to be the first call for talented team members who want a career, not just a job.
BENEFITS OVERVIEW
FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including:
- Competitive Weekly Pay
- Comprehensive Healthcare Coverage - Medical, Dental, Vision, Free Telehealth More
- Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
- Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays Veterans Day for Veterans
- Career Growth & Development- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
- Generous Referral Bonus of $2,500 per referral
- Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot and pants allowances
POSITION OVERVIEW
We are currently seeking an experienced Commercial HVAC Service Coordinator to join the fast-growing team. The ideal candidate will have a can-do attitude and strong problem- solving skills, as well as a high level of customer service.
JOB RESPONSIBILITIES
- Answer telephones and relay calls and messages
- Speak with the customer, account managers, or technicians and creates service calls as needed
- Review services work orders for spelling, grammar and correctness, rewrites as necessary
- Corrects additional billings that were missed on service work order
- Schedule and dispatch work crew to the appropriate location according to customer's request, specification or needs
- Arrange for repairs that are needed for jobs that need to be scheduled, by setting up time and date with the customer, and coordinate with and others that are involved (cranes, deliveries and number Technicians)
- Identify that the technician is the best person for the job that the customer needs
ACCOUNTABILITIES
- Scheduling & Dispatching
- Customer Service & Communication
- Work Order & Documentation Management
- Compliance & Safety
- Administrative & Reporting Responsibilities
ORGANIZATIONAL ALIGNMENT
This position reports to the local Branch Manager , and has a responsibility to the entire service team and all of our customers.
Qualifications:- 3 years of experience in dispatching
- Experience in HVAC or service industry strongly preferred
- Strong organizational and interpersonal skills, and able to work well within a team environment
- Capable of remaining patient and calm when dealing with frustrated technicians or clients
- Geographical knowledge of the service area or map reading skills
- Microsoft Office Suite skills a MUST
- Maintains a professional but friendly and outgoing demeanor
- Strong problem-solving skills
- Experience with BulidOps, a plus
BEHAVIORAL PROFILE
Language & Communication Skills
Communicates clearly and professionally with customers, technicians, and management. Listens actively and responds to customer inquiries with patience.
Reasoning Ability
Quickly assesses urgent situations, such as emergency service requests or schedule changes, and finds the best solutions.
Environmental Requirements
Primarily works in the office, coordinating service calls, managing schedules, and handling administrative tasks. May need to work in a shared office space with other coordinators.
Physical Demands
Requires extended periods of sitting while on a computer, answering phones, and managing scheduling systems. May need to move around the office to communicate with team members, retrieve documents, or check inventory. Occasionally required to lift office supplies, files, or small HVAC-related parts (typically under 20 lbs.).
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.