HVAC Service Agreement Coordinator

Primary Job Function:
We seek a detail-oriented and proactive Service -Maintenance Coordinator to manage and track all maintenance agreements for accuracy in billing, scheduling, and renewals. The ideal candidate will maintain the customer database with up-to-date information, assist with secondary dispatcher tasks, and communicate clearly between department managers, employees, and customers. This role includes keeping customers informed about company schedules, and requested lead times, and managing service marketing tasks such as service reminders, thank-you cards, renewal letters, and follow-ups. Additionally, the Service Coordinator will process warranty credits for parts failures.

Required Qualifications:

• Advanced customer service skills
• Ability to multi-task efficiently and manage competing priorities
• Strong organizational skills
• Geographical knowledge of service area or proficiency in map reading
• Knowledge of the industry is preferred but not required
• Proficient in computer skills, Service Titan a plus
• High school diploma or general education degree (GED)
• , project management, or an equivalent combination of education and experience

Daily Duties:

• Check in with the Service Manager upon arrival and review marketing or specific target lists for outreach
• Handle incoming customer calls and address service-related inquiries
• Create dispatch tickets for service calls as received
• Provide customer service to technicians and customers as needed throughout the day
• Maintain and update customer history files in the database
• Oversee maintenance agreements, including billing, scheduling, material staging, and renewals
• Assist the Service Manager with marketing tasks, including follow-ups
• Perform "Happy Calls" to Maintenance Agreement (MA) customers, reach out to expiring agreement customers, and engage potential customers to monitor satisfaction
• Send and track referral letters and gift cards
• Mail monthly MA renewal letters and postcards; follow up with expiring MA customers (on the 5th, 15th, and 25th of each month)
• Create, track, and monitor new, expired, and retention rates of MA agreements
• Send out referral gift cards and maintain a referral log
• Complete other duties as assigned by the Service Manager

Performance Indicators:

Your effectiveness in this role will be assessed based on the following key performance indicators (KPIs):

• Accuracy of customer history files
• Timely and accurate filing of service orders
• Maintenance of accurate maintenance records
• Completion of seasonal maintenance tasks
• Retention of current maintenance agreements
• Acquisition of new maintenance agreements

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person