Service Coordinator; Pacific Time Zone

Service Coordinator (Pacific Time Zone)

The Service Coordinator will oversee daily service and installation scheduling, helping ensure efficient operations and exceptional customer experiences across multiple locations nationwide. In this fully remote role, you will coordinate service technicians, manage repair requests, and resolve scheduling challenges to keep work progressing smoothly. You will serve as a key point of contact between customers, field technicians, subcontractors, and management, ensuring clear communication and timely follow-up.

From plumbing and installation repairs to work order creation and service documentation, you will help maintain high standards of service quality and operational efficiency. The ideal candidate brings hands-on experience in service dispatching, strong organizational skills, and a customer-focused approach to problem-solving. This opportunity offers a collaborative environment where your coordination skills directly contribute to customer satisfaction and reliable service delivery.

Accountabilities:

• Manage daily service calls and installation-related activities, coordinating technician schedules across locations nationwide and ensuring appointments are organized efficiently.
• Coordinate a variety of service requests, including plumbing repairs involving cartridges, shower heads, and handheld fixtures, as well as flooring, wall, and minor drywall repairs. Maintain a strong understanding of installation processes.
• Address customer complaints and service-related concerns promptly and professionally. Handle escalated customer calls and coordinate with management to resolve issues while maintaining positive customer relationships.
• Create work orders detailing required materials and work to be completed, ensuring technicians have the information needed to perform service activities effectively.
• Maintain consistent communication with service technicians, senior service management, and production management across multiple locations to coordinate schedules, resolve obstacles, and keep operations on track.
• Keep scheduling software records and service notes accurate and up to date. Upload service tickets, photographs, and relevant documentation into Salesforce CRM.
• Arrange and schedule subcontractors when necessary to support service requirements and maintain timely completion of work.
• Identify and address scheduling conflicts, service delays, and other logistical challenges while supporting efficient workflows and completing additional duties as assigned.

Requirements:

• 5+ years of experience in HVAC, plumbing, service dispatching, or a related service coordination function.
• Service and repair scheduling experience is highly preferred.
• Proficiency with CRM software, particularly Salesforce.
• Strong understanding of installation and repair processes, ideally including plumbing and related home improvement services.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, technicians, subcontractors, and employees at all levels.
• Strong organizational and time-management skills, with the ability to prioritize multiple requests, coordinate schedules, and manage changing circumstances.
• Dependability, responsiveness, and thorough follow-up to ensure service requests and customer concerns are handled appropriately.
• Strong customer service and problem-solving abilities, including the capacity to remain calm, professional, and composed during difficult conversations.
• Ability to work remotely while maintaining effective coordination with teams across multiple locations.
• Availability to work Monday through Friday, from 9:30 a.m. to 6:00 p.m. Pacific Time.

Benefits:

• Hourly compensation: $25 per hour and above, depending on experience.
• Fully remote work opportunity.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) retirement plan with company matching.
• Paid time off and company holidays.
• Opportunities for career development, advancement, and promotion.
• Collaborative workplace culture and supportive team environment.