Reception AgentService Coordinator

Job Description

Job Description

Service Coordinator / Receptionist

H &M Mechanical – Lafayette, Colorado

H&M Mechanical is looking for an organized, dependable, and customer-focused Service Coordinator / Receptionist to join our office team.

This is a key position within our company. The Service Coordinator is often the first person our customers speak with and is responsible for answering phones, gathering accurate information, scheduling service calls, coordinating technicians, and helping keep the daily service schedule running smoothly.

This position requires someone who can handle a busy phone environment, stay organized, communicate professionally, and learn how different HVAC and plumbing service calls should be scheduled.

• Answer incoming phone calls professionally and assist customers with scheduling and service questions
• Determine whether calls are residential or commercial and gather complete information about the customer's needs
• Collect and verify customer name, phone number, email, billing information, service address, and access information
• Ask appropriate questions to understand what type of HVAC or plumbing equipment the customer has and what problem they are experiencing
• Create and maintain accurate customer and job information in Smart Service
• Schedule and dispatch service technicians throughout the day
• Match service calls with technicians based on technician experience, qualifications, location, and the type of work required
• Plan realistic appointment times based on the type and expected duration of the service call
• Maintain an efficient schedule while allowing appropriate time for travel, unexpected job complications, and emergency calls
• Monitor the service schedule throughout the day and make adjustments when technicians run early or late
• Handle customer rescheduling, cancellations, schedule changes, and service-call add-ons
• Follow up on missed calls and customer messages
• Assist with filling open schedule times and maintaining productive technician schedules
• Confirm upcoming appointments and review the following day's schedule
• Create new work orders and ensure service notes contain enough information for the technician to understand the customer's problem
• Maintain accurate and complete customer records
• Communicate schedule changes, delays, customer concerns, and special circumstances to technicians and management
• Respond to customer emails and assist with general office communication
• Recognize urgent service situations such as no-heat calls, active water leaks, and gas odors and follow company procedures for handling them
• Route callbacks, complaints, warranty concerns, difficult service situations, and technical questions to the appropriate manager
• Explain basic company service policies and approved pricing information to customers
• Provide friendly, professional customer service even when dealing with frustrated or upset customers
• Assist the office and service department with other administrative duties as needed

• Excellent phone and customer service skills
• Strong organizational and multitasking abilities
• Comfortable working in a fast-paced environment where schedules can change throughout the day
• Ability to remain calm and professional with customers
• Strong attention to detail
• Good computer and data-entry skills
• Ability to learn scheduling and service-management software
• Good judgment and willingness to ask questions rather than guess
• Dependable attendance and punctuality
• Ability to communicate clearly with customers, technicians, and management
• Previous scheduling, dispatching, HVAC, plumbing, construction, or service-company experience is a plus, but we are willing to train the right person

This position does not require someone to already be an HVAC technician. However, the Service Coordinator will be expected to learn the basics of the services H&M Mechanical provides, including:

• Furnaces and air conditioning
• Boilers
• Heat pumps and mini-splits
• Swamp coolers
• Water heaters and tankless water heaters
• HVAC maintenance and inspections
• Plumbing service
• Common service-call types and approximate job durations
• Which technicians are best suited for…