Position Overview
The Back-Office Coordinator serves as the primary connection between our customers, field
technicians, and office team. This position is responsible for managing service requests,
coordinating technicians, updating customers, and ensuring every service call is properly
documented and followed through to completion.
This role requires a consistent, organized person who is comfortable following established
processes and keeping track of multiple open items. HVAC experience is preferred but not
required. We will provide training on our equipment, systems, and procedures.
Responsibilities
Manage incoming service requests and assign them appropriately
Onboard new customers into our system
Schedule and dispatch technicians
Communicate with technicians regarding job details, scheduling, and status
Keep customers informed throughout the service process
Confirm that technicians properly close out completed jobs
Review timecards for accuracy and completion
Send service reports to customers promptly after each visit
Track unresolved issues and ensure a quote, follow-up visit, or other next step is in
progress
Track active service agreements and scheduled maintenance visits
Send quotes promptly following service calls
Assist with preparing quotes for service agreements and equipment replacements
Order parts and follow up with vendors regarding availability and delivery
Maintain accurate records of open service calls, quotes, parts, and follow-ups
Qualifications
Required:
Strong attention to detail
Consistent and methodical work habits
Professional customer service and phone skills
Ability to follow established processes
Strong organizational and follow-up skills
Ability to learn new software and workflows
Comfortable managing multiple active service requests
Preferred:
HVAC or skilled-trades industry experience
Previous dispatching or field-service coordination experience