Service Coordinator

Position Summary

We are seeking a highly organized and customer-focused Service Coordinator to support our commercial service operations. This role is responsible for scheduling technicians, coordinating service calls, communicating with customers, managing work orders, and ensuring a seamless service experience from dispatch through invoicing. The ideal candidate thrives in a fast-paced environment, has strong multitasking skills, and enjoys working with both customers and field technicians.

Experience with ServiceTitan is highly preferred.

Key Responsibilities

• Schedule and dispatch service technicians for maintenance, repair, and emergency service calls.
• Coordinate technician schedules to maximize efficiency and productivity.
• Communicate with customers regarding appointment scheduling, technician arrival times, and service updates.
• Create, update, and close work orders within ServiceTitan or other service management software.
• Monitor technician progress throughout the day and adjust schedules as priorities change.
• Coordinate emergency service requests and assign technicians accordingly.
• Maintain accurate customer records and service history.
• Verify completed work orders for accuracy prior to invoicing.
• Assist customers with service requests, billing inquiries, and follow-up communication.
• Coordinate warranty work, preventive maintenance visits, and recurring service agreements.
• Work closely with sales, project management, and operations to ensure customer satisfaction.
• Maintain service reports, scheduling logs, and department documentation.
• Support continuous improvement of dispatching and scheduling processes.

Qualifications

• 2 years of experience in service coordination, dispatching, customer service, or scheduling.
• Experience within the commercial construction, overhead door, dock equipment, automatic door, gate, HVAC, electrical, plumbing, or service industry preferred.
• ServiceTitan experience strongly preferred.
• Excellent communication and customer service skills.
• Strong organizational and time management abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficient with Microsoft Office (Outlook, Excel, Word).
• Ability to work collaboratively with technicians, customers, and internal departments.

Preferred Experience

• Commercial overhead doors
• Dock equipment
• Automatic doors
• Access control systems
• Gate operators
• Commercial service operations
• Preventive maintenance scheduling
• Dispatching field technicians

Skills & Competencies

• Strong attention to detail
• Excellent verbal and written communication
• Problem-solving mindset
• Customer-first attitude
• Ability to work under pressure
• Team player
• Adaptability
• Professional phone etiquette
• Scheduling and logistics coordination
• Time management