Lead Service Coordinator

Lead Service Coordinator Join a Team That's Been Serving Omaha Since 1929

The Frazier Company is a family‑owned heating, air conditioning, and plumbing contractor that has proudly served the Omaha metro area since 1929. We are committed to providing exceptional customer service, investing in our employees, and building long‑term relationships with our customers.

We are seeking an experienced, organized, and customer‑focused Lead Service Coordinator to play a key leadership role within our service department. This position is ideal for someone who enjoys helping people, thrives in a fast‑paced environment, and takes pride in creating an exceptional customer experience while keeping daily operations running efficiently.

The Lead Service Coordinator serves as the primary point of contact for customers requiring HVAC and plumbing service. Working closely with our Customer Service Representatives, this individual takes ownership of each service request by understanding customers' needs, answering service‑related questions, scheduling appointments, and coordinating with field technicians to ensure an exceptional customer experience from the initial request through job completion.

As the central communication hub of the service department, the Lead Service Coordinator works closely with customers, technicians, and office staff to keep schedules organized, maintain clear communication, and ensure the efficient flow of daily operations. This position also provides leadership within the service office by supporting the customer service team, improving workflows, and helping maximize technician productivity and overall departmental efficiency.

• Receive service requests from Customer Service Representatives after the initial customer call has been answered.
• Speak with customers to understand their concerns and determine the appropriate service needed.
• Schedule HVAC and plumbing service appointments while balancing customer needs with technician availability, skill sets, and geographic routing.
• Prioritize emergency service requests appropriately.
• Answer customer questions regarding appointments, repairs, maintenance services, and technician arrival times.
• Maintain proactive communication with customers regarding scheduling updates or delays.
• Resolve scheduling concerns and service‑related customer issues professionally and efficiently.
• Coordinate maintenance agreement appointments and promote the value of preventative maintenance.
• Build lasting customer relationships by providing a friendly, knowledgeable, and responsive service experience.
• Serve as the primary liaison between customers, technicians, and management throughout the service process.

• Coordinate the daily schedules of HVAC technicians, plumbers, the HVAC apprentice, and the delivery driver.
• Dispatch service calls based on technician skill set, availability, location, and customer priority.
• Monitor technician progress throughout the day and make scheduling adjustments as needed.
• Maximize technician productivity while minimizing drive time and schedule gaps.
• Coordinate equipment deliveries and support efficient job staging.
• Prepare the following day's schedule before the end of each business day.
• Communicate effectively with technicians regarding schedule changes and customer expectations.

• Provide daily guidance and support to the customer service team.
• Assist with onboarding and training new office personnel.
• Promote teamwork, professionalism, and accountability throughout the office.
• Help develop and improve office procedures and workflows.
• Foster positive communication between office staff, technicians, and management.
• Serve as a dependable resource for the service office throughout the day.

• Create and maintain accurate service work orders using Sage 100 Contractor.
• Review completed work orders for accuracy and completeness.
• Maintain customer records, equipment history, and service documentation.
• Coordinate with accounting regarding invoicing and job completion.
• Assist with warranty administration and manufacturer documentation.
• Support maintenance…