Job Description

Operations & Service Coordinator

The Operations & Service Coordinator plays a very important role in the day-to-day operations of this HVAC company. The individual is the primary point of contact with past, current, and potential new customers looking to work with our company and obtain our services. You will be assisting clients currently in a recurring maintenance agreement, non-contract customers without a routine maintenance agreement who obtain our services, and new potential clients, and following up with them to fulfill their needs is their main role. When unable to assist customers / fulfill their needs they ensure they are put in contact with other staff members that can help the customer.

Over our 30 years in operation, we have developed a reputation for providing quality & reliable service with our customers. Most potential new customers referred to us are referred by existing customers or property management companies we have previously worked with and provided quality and reliable service to.

Property management companies we regularly work with contact us to provide service to repair and service existing currently installed HVAC systems they are having issues with. In some instances, they contact us to prepare a maintenance agreement to routinely maintain various different types of HVAC systems installed at properties they manage. There are many different types of HVAC systems but all of them require routine maintenance to ensure they are operating efficiently. Maintenance agreements should be prepared and sent over to all customers and clients for their review to have their equipment maintained on a routine basis.

Communication and transparency are key to building positive long-term relationships with customers. New customers need to review and understand the process of using our company and understand that customers with agreements take priority. Keeping customers & clients updated regarding running late to scheduled appointments or canceling and rescheduling appointments in emergency situations is very important to building a good relationship.

Developing good communication skills with a customer and understanding the customers' needs allows us to effectively address and meet them. Familiarizing yourself with the various different tasks technicians need to complete on a daily basis and knowing a customer's equipment are also very important to know for developing a good relationship.

Job Functions:

Customer Service & Support:

• First point of contact for the customer and primary person responsible for answering the phones
• Taking detailed information and messages from customers and assisting them with scheduling appointments
• Providing new prospective customers with information about our company and our labor rates

Operational & Business Support:

• In charge of scheduling and coordinating proposal work repairs and contract maintenance visits with customers
• Ensuring that any necessary materials for scheduled maintenance and or repairs are available / in stock for any scheduled maintenance & proposal work
• Sending out reports to clients updating them of our findings and any noted issues or follow ups
• Monitoring all technicians dispatches upon completion to make sure they are timing in and out correctly and adding all necessary labor and materials used to their dispatch report and/or invoices
• Collaborate with other employees - field and office employees on various other tasks as needed
• Sending email confirmation to all clients reconfirming scheduled maintenance with time and dates, plus copying the Facilities Manager to ensure we have all necessary materials for the appointment
• Ensuring all dispatches are processed accordingly and in a timely fashion

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