What are the responsibilities and job description for the Service Coordinator position at FIRSTCALL MECHANICAL GROUP LLC?
A FirstCall Mechanical Company
CUSTOMER SERVICE REPRESENTATIVE
Location: Boston, MA
WHO IS FIRSTCALL MECHANICAL?
LC Anderson is a commercial HVACR company based in Boston. Founded in 1943, LC Anderson services various customers across the greater Boston area. Founded in 1943, LCA partnered with FirstCall Mechanical in 2025.
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, More (Includes some 100% Company-paid plans)
- 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 allowances
POSITION OVERVIEW
We are currently seeking an experienced Customer Service Representative 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
- Responsible for answering initial customer phone calls with a strong customer-service focus and a quality orientation.
- Demonstrate an ability to create a positive experience during every customer contact.
- Directly responsible for maintaining customer records through internal software
- Consistently follow up and follow through with quotes daily, plan and prioritize. Expedite parts as needed. Keep the customer and the Service Operations team apprised of the delivery. Track and continually improve our quote win rate
- Assist dispatch with scheduling service calls and follow up repairs.
- Solicit and message out customer feedback for positive reinforcement and learning opportunities
- Be an active participant in weekly Service Operations Meeting, especially regarding quote win rate and ideas to improve our customer service
- Participate in the rotation of Administrators-On-Call
ACCOUNTABILITIES
- Scheduling & Dispatching
- Customer Service & Communication
- Work Order & Documentation Management
- Compliance & Safety
- Administrative & Reporting Responsibilities
ORGANIZATIONAL ALIGNMENT
This position reports to the local Manager of Operations and has a responsibility to the entire service team and all of our customers.
Qualifications:- Minimum 1-3 years of related experience
- Proficient with Microsoft Office products
- Able to pass a background check
- Past customer service experience is helpful
- Previous industry experience a plus.
- Effective verbal and written communication skills.
- Comfortable working in a fast-paced office environment
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.
FirstCall does not accept unsolicited resumes, employment applications or inquiries from recruiters, employment agencies or individual job seekers. Applicants who are selected to proceed to the next stage of FirstCall’s process will be contacted directly by a member of our team. Please note that we are unable to provide individual feedback to all applicants. Applications will stay active in our system for 60 days, and after 60 days applicants will need to reapply for the role.
Salary : $30 - $35