What are the responsibilities and job description for the HVAC Receptionist / Service Coordinator position at Kensington Mechanical?
HVAC Receptionist / Service Coordinator
Location: Waltham, MA
Job Type: Full-Time
Schedule: [Monday–Friday, Hours]
Pay: [Hourly Rate]
About the Position
We are looking for a dependable, organized, and customer-focused HVAC Receptionist / Service Coordinator to join our team. This is an important front-office position responsible for being the first point of contact for our customers, coordinating service calls with our technicians, collecting customer payments, maintaining accurate records, and assisting with payroll processing.
The ideal candidate is friendly and professional, comfortable speaking with customers over the phone, highly organized, and able to manage multiple priorities in a busy service environment.
Key Responsibilities
Customer Service & Phones
- Answer incoming phone calls and respond to customer service requests in a professional and friendly manner.
- Schedule HVAC service appointments and gather accurate information about customer needs.
- Communicate appointment details, service updates, and other information to customers.
- Handle customer questions and concerns and escalate issues when necessary.
- Provide excellent customer service and maintain positive relationships with customers.
Service Coordination & Dispatch
- Enter customer and service-call information accurately into ServiceTitan.
- Create and update service calls, customer records, equipment information, and appointment details.
- Dispatch technicians based on scheduling needs, location, availability, and urgency.
- Communicate with technicians throughout the day regarding schedules, job details, and customer information.
- Monitor the status of service calls and help keep the daily schedule running efficiently.
- Follow up on completed service calls and ensure all necessary information has been entered accurately.
Payments & Office Administration
- Collect customer payments by phone, in person, or through approved payment methods.
- Process invoices and maintain accurate payment records.
- Assist with accounts receivable follow-up as needed.
- Maintain organized customer files and office records.
- Perform general administrative and receptionist duties.
Payroll Support
- Collect and review employee timekeeping information.
- Enter and submit payroll information accurately and on time to our payroll company.
- Verify hours, overtime, PTO, and other payroll-related information before submission.
- Communicate with the payroll company regarding questions, corrections, or changes.
- Maintain confidentiality when handling employee and payroll information.
Qualifications
- Previous experience in a receptionist, office administrator, dispatcher, customer service, or similar role preferred.
- HVAC, plumbing, electrical, or other home-service industry experience is a plus.
- Experience with ServiceTitan is strongly preferred, but we are willing to train the right candidate.
- Strong computer skills and the ability to learn new software quickly.
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Comfortable handling payments and confidential payroll information.
- Reliable, punctual, and professional.
- Positive attitude and ability to work well with technicians, management, and customers.
What We're Looking For
The right person for this position is someone who can keep the office organized while keeping customers happy and technicians informed. You should be comfortable answering a busy phone line, switching between tasks, solving problems, and making sure important details don't fall through the cracks.
HVAC experience is helpful, but strong customer service, organization, communication, and attention to detail are essential.
Pay: $60,000.00 - $70,000.00 per year
Work Location: In person
Salary : $60,000 - $70,000