HVAC Scheduling Coordinator

Responsibilities

Under direct supervision of the Market Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics, ensuring it allows for timely completion of preventive maintenance and aligns with monthly forecasting goals. Debriefs the activities of assigned technicians/mechanics daily, coordinating with them to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technicians to the appropriate customer and service needs.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Debriefs activities daily.
• Ensures technicians are provided with daily schedules and maintains consistent communication with assigned technicians.
• Follows up on activities to ensure completion within an established timeframe.
• Ensures that all customer account information required to support call management activities and scheduling of tasks is kept up to date in NxGen.
• Schedules service visits on time.
• Orders parts and creates purchase orders.
• Provides start‑up support.
• Confirms customer purchase orders.
• Manages work in progress (WIP).
• Reconciles exceptions (SIR and AP).
• Attends daily team huddles.
• Attends weekly planning/scheduling meetings.
• Assists with monitoring of time and expense reporting submission.
• Reviews and corrects unassociated time for technicians’ timesheets.
• Performs other duties and administrative activities as assigned.

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling or dispatching.
• Demonstrates ability to perform work independently and exhibits solid organizational and attention‑to‑detail skills.
• Strong interpersonal skills for effective communication with both internal and external clients.
• Ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Ability to prioritize work activities based on financial impact to desired business goals.
• Ability to influence diverse teams to accomplish tasks and goals.

• Associate degree.
• Experience and/or basic project accounting or costing principles.

• Competitive hourly rate.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including 401(k), medical, dental, and vision care – available from day one.
• Extensive product and on‑the‑job/cross‑training opportunities.
• Encouraging and collaborative team environment.
• JCI Employee discount programs (The Loop by Perk Spot).

Hourly range: $21.92 - $30.16 per hour. Salary will be determined by education, experience, knowledge, skills, and abilities, as well as internal equity and market data.