HVAC Service Coordinator

 

Simply put, our business is all about the customer.  More than 95 years ago, our founders set out to start a company centered around keeping families safe and comfortable in their homes.  After almost 10 decades – not only do we maintain the same guiding principles, but we’ve built upon them.  At Jackson Comfort Services there is no such thing as a band-aid fix. We do things right the first time…every time.  And that’s the only way we work.

 

Role Overview
•    As a Service Coordinator, you are the connection between departments.  You are responsible for delivering a warm, empathetic, and efficient customer experience—whether answering phones, booking appointments, or assisting with questions. Your role is key in ensuring customers feel confident, cared for, and supported throughout their service journey. You are responsible in supporting Field Coordinator, Procurement Coordinators, and Accounting department. 
 
Reports To
•    CX Manager
•    Collaborates with other Coordinators
 
Core Values In Action
•    Likeable: You create a welcoming experience with a smile in your voice and a helpful attitude.
•    Ethical: You speak honestly and act with integrity in every interaction.
•    Responsible: You own your part in the customer’s journey and follow through every time.
•    Knowledgeable: You understand our services and systems so you can guide customers clearly.
•    Reliable: You show up on time, communicate promptly, and support your teammates consistently.
 
What You'll Do
Daily Duties
•    Answer incoming customer calls, texts, and chats with professionalism and empathy.
•    Book service appointments and create accurate job records in the CRM.
•    Ask probing questions to understand customer concerns and determine next steps.
•    Communicate clearly with customers about timing, expectations, and next steps.
•    Route calls and information correctly to the appropriate department or field coordinator.
•    Document all communication thoroughly in the system.
•    Maintain a calm, solution-focused demeanor during high call volume or escalated situations.
•    Reconcile any accounting needs when needed
•    Oversee any parts scheduling, sold estimates, and customer communication
•    Support Field coordinator in any daily duties they need
Weekly Duties
•    Attend team meetings and training sessions on service excellence and system updates.
•    Review personal KPIs and participate in 1-on-1 coaching with your manager.
•    Oversee any parts scheduling and customer communication
•    Listen to call audits or participate in shadowing to refine service techniques.
Monthly Duties
•    Contribute to department improvements by sharing customer feedback and ideas.
•    Help onboard and mentor new teammates when needed.
•    Participate in cross-departmental collaboration to improve the customer experience.
 
How Success Is Measured
•    Booking Rate: % of incoming calls converted to booked appointments
•    Call Response Time: How quickly and consistently you answer calls and messages
•    Customer Satisfaction: Survey responses, online reviews, and positive customer feedback
•    First Call Resolution: % of customer issues resolved without call-backs or transfers
•    Accuracy of Documentation & Job Creation: Clear and complete data entry into the CRM
•    Teamwork: Contribution to a positive team environment and peer support
•    Speed of Parts Completion and Scheduling
 
Skills You Need
•    Strong communication and listening skills
•    Friendly, confident, and calm phone presence
•    Attention to detail with data entry and scheduling
•    Basic understanding of HVAC, plumbing, or home services terminology (training provided)
•    Comfort with technology: phones, CRMs, chat tools, and basic troubleshooting
•    Ability to multi-task in a fast-paced environment
•    Willingness to receive coaching and apply feedback
 
Education & Certifications
•    High school diploma or GED required
•    Call center, scheduling, or customer service experience preferred
•    Experience with ServiceTitan or similar CRM is a plus
•    HVAC, plumbing, or dispatch industry experience is a bonus, but not required
 
Physical & Environmental Requirements
•    Office-based position with regular phone and computer use
•    Team-oriented and fast-paced
•    Occasional need for flexibility during peak season hours