Service Coordinator

Job Summary

EMCOR Services Aircond seeks a Senior Service Coordinator to provide customer service support to Service Technicians, District Service Managers, Service Administrators, and other administrative/functional departments. Responsibilities include creating work orders, coordinating calls, customer follow‑up, quote submittals, and ensuring timely resolution of customer issues while interfacing across multiple departments.

Location

Onsite Monday‑Friday at our office located in Smryna, Georgia.

Responsibilities

• Dispatch technicians to service calls for assigned accounts.
• Create call slips in COINS if applicable.
• Handle inbound and outbound calls.
• Create and dispatch work order requests to technicians.
• Respond to email inquiries in a timely manner.
• Interact with internal and external customers via phone and in person.
• Serve as primary contact between customers and the service department.
• Continuously monitor and maintain the call‑management system throughout the day, checking all open calls and dispatching accordingly.
• Act as liaison between Aircond’s branch offices, subcontractors and special account customers, ensuring clear communication.
• Spearhead special initiatives requested by specific customers.
• Maintain websites as required by customer.
• Ensure proper protocol on every call, including multi‑site account IVR processes, on‑site scheduling, check‑in procedures, and closing out work orders.
• Regularly check and maintain the service dispatch email box and file emails once addressed.
• Assist others who may be assigned ownership of a specific account, or set actions on an account as needed.
• Schedule preventative maintenance calls and track completion for assigned accounts.
• Coordinate overall account activities with customers, DSMs, vendors, and technicians.
• Take ownership and follow customer‑specific policies and procedures.
• Escalate and track high‑priority work orders according to customer account and site requirements.
• Coordinate and prioritize scheduling of work with customers, technicians, DSMs, and other jobs/projects to maximize customer satisfaction.
• Check in with technicians via phone and email, providing hourly/daily updates on service call type, location, and scope of work.
• Maintain progress reports, updating status and scheduled completion dates for open service orders.
• Work with DSM and technicians to secure pricing for repairs; supply customer with quotes.
• Complete quote requests within 24 hours of receiving pricing information; request not‑to‑exceed increases as necessary.
• Collaborate with service administrators, DSMs, and technicians on special initiatives required by customers.
• Assist with billing as needed.
• Confirm and complete previous day’s technician time from service visits and time cards to facilitate timely closing and billing.
• Audit and verify labor and material cost against work orders to ensure accuracy before invoicing.
• Discuss questionable charges with technicians and, if necessary, with the DSM.
• Complete technician payroll process weekly to ensure completeness and transition to payroll.
• Create, disperse and manage internal reporting as needed with guidance from Support Services Manager/General Manager.
• Help maintain customer information in COINS relating to site file, equipment, and contracts.
• Perform other general administrative duties as needed.
• Responsibilities of the Service Coordinator are subject to change to meet the needs of the customer or Aircond as a whole.

Required Skills

• Positive mindset toward working with customers and fellow employees; win‑win perspective.
• Ability to go above and beyond to deliver professional and friendly service.
• Minimum 2 years of experience in a similar role, preferably with a commercial HVAC company.
• Strong verbal and written communication skills and excellent telephone etiquette.
• Clear, concise, professional email communication.
• Ability to work under pressure and make correct decisions with limited input; determine when to elevate issues.
• Express confidence in providing and receiving pertinent information.
• Strong problem‑solving skills; think critically under pressure.
• Strong customer service skills; handle high call volume in a fast‑paced environment.
• Ability to understand and accurately communicate customer’s needs.
• Proficiency with MS Excel, Word, Lotus Notes or Microsoft Outlook.

Education and Experience

Associate’s degree and minimum of two years of relevant coordination experience in an HVAC, service and repair or facility maintenance environment preferred. Candidates with a high school diploma or GED and five years of experience in a similar environment supporting external and internal customers, vendors or clients across multiple locations will be considered.

EEO Statement

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.