Service and CRM Coordinator American

Service Operations & CRM Coordinator

We are seeking an experienced Service Operations & CRM Coordinator to support our commercial and residential HVAC service operations in Wolcott, CT. This position plays a key role in keeping daily operations running smoothly through Service Titan management, dispatching and scheduling, proposals and estimates, permitting, warranties, and customer coordination. The ideal candidate is highly organized, thrives in a fast-paced service environment, and has hands-on Service Titan experience.

Essential Duties & Responsibilities

• Schedule and dispatch commercial and residential HVAC service calls, maintenance visits, and project work.
• Manage technician schedules and routing, adjusting throughout the day as priorities change.
• Maintain accurate customer, job, equipment, technician, and service information in Service Titan.
• Create and track service tickets, maintenance agreements, proposals, estimates, and follow-up tasks.
• Generate and send customer proposals and estimates and follow up on outstanding proposals.
• Coordinate permits and inspections, including applications, documentation, scheduling, and follow-up.
• Manage equipment registrations and manufacturer warranty claims, including documentation and claim tracking.
• Communicate with customers regarding appointments, proposals, warranties, service agreements, and job status.
• Coordinate with technicians, service managers, project managers, and internal teams to keep jobs moving efficiently.
• Monitor open jobs and workflows to ensure documentation is complete and jobs are properly closed out.
• Assist with Service Titan reporting, data accuracy, workflow improvements, and user support.

Why Join Us?

We believe great people are the key to our continued growth. You'll be joining a collaborative, growing company where your contributions matter and there are opportunities to continue developing your career.

Our benefits include:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• HSA & FSA options
• Paid time off
• Tuition reimbursement
• Training and professional development
• Opportunities for career growth and advancement
• Supportive, team-oriented work environment

Requirements

• Experience in HVAC, plumbing, electrical, or a related service industry.
• 1+ year of hands-on Service Titan experience required.
• Previous dispatching and technician scheduling experience required.
• Experience with proposals, estimates, service agreements, or service coordination.
• Experience with permitting and/or warranty processing strongly preferred.
• Strong organizational and multitasking skills.
• Excellent communication skills with customers and field technicians.
• Detail-oriented with strong follow-through and accuracy.
• Comfortable supporting both commercial and residential service operations.

Key Competencies

• Customer-focused
• Tech-savvy and process-driven
• Highly organized
• Strong problem-solving skills
• Excellent communicator
• Able to prioritize and adapt quickly in a fast-paced environment

Physical Demands

• Ability to sit and work at a computer for prolonged periods.
• Frequent typing and mouse use.
• Ability to lift up to 25 pounds.

Compensation: $25.00 - $30.00 per hour