What are the responsibilities and job description for the HVAC Office & Service Coordinator position at Mauro's Air Conditioning & Heating, Inc.?
We are looking for an experienced HVAC Office & Service Coordinator to manage daily scheduling and dispatch, customer communication, parts coordination, technician support, and general service-office operations.
HVAC Office & Service Coordinator — Job Duties
Scheduling & Dispatch
- Schedule and dispatch HVAC service and maintenance calls
- Coordinate daily technician schedules and routes
- Monitor technician locations, job progress, and appointment times
- Reschedule appointments when necessary and communicate changes to customers
- Prioritize emergency and no-cool service calls
- Coordinate callbacks, warranty calls, and follow-up service
- Keep technicians informed of job details, customer concerns, and special instructions
Customer Service
- Answer incoming phone calls and respond to customer inquiries
- Schedule service appointments and provide appointment confirmations
- Communicate professionally with homeowners, property managers, and commercial customers
- Handle customer questions regarding appointments, invoices, warranties, and service
- Follow up with customers regarding estimates, repairs, maintenance, and outstanding issues
- Maintain a professional and helpful attitude, especially when dealing with upset customers
Parts & Technician Support
- Order and coordinate HVAC parts and equipment
- Track parts orders, deliveries, backorders, and returns
- Coordinate warranty parts and warranty service calls
- Verify that technicians have the necessary parts and information before appointments
- Maintain communication with supply houses and vendors
- Help track company inventory and technician truck stock
- Coordinate equipment and material availability for installations and larger jobs
Office & Administrative Duties
- Create and update service calls, customer records, and job information
- Enter and maintain accurate information in HVAC/dispatch software
- Prepare work orders, purchase orders, invoices, and other job-related documentation
- Assist with processing payments and collecting outstanding balances
- Monitor open jobs and make sure paperwork is completed
- Assist with permits, inspections, warranty registrations, and other administrative requirements
- Maintain organized customer and job files
Sales & Job Follow-Up
- Assist with scheduling estimates and Comfort Advisor appointments
- Follow up on open proposals and estimates
- Coordinate approved replacement jobs with the installation team
- Help ensure deposits, signed approvals, and required documents are received
- Communicate job status and scheduling information to customers
General Responsibilities
- Work closely with the Service Manager, technicians, installers, and office staff
- Help identify scheduling conflicts and resolve problems quickly
- Maintain accurate records and attention to detail
- Assist with improving office and dispatch procedures
- Provide general administrative support as needed
- Maintain confidentiality and professionalism when handling customer and company information
For your company, I would also include these qualifications:
- 2 years of HVAC office, dispatch, service coordination, or similar experience preferred
- Experience with HVAC terminology and service operations
- Strong knowledge of scheduling and dispatching
- Excellent phone and customer-service skills
- Strong organizational and multitasking abilities
- Comfortable working in a fast-paced environment
- Computer proficient and able to learn new software quickly
- Experience with Housecall Pro, QuickBooks, or similar software is a plus
- Ability to communicate effectively with technicians, customers, vendors, and management
- Must be dependable, punctual, and able to work independently
- HVAC industry experience strongly preferred