Service Coordinator

Service Coordinator

A leader in commercial mechanical/electrical/HVAC services is hiring a Service Coordinator to support a high-volume commercial service operation in Lititz, PA. This role owns the day-to-day scheduling, work-order lifecycle, billing workflow, reporting, and customer support for commercial contract accounts and reports to the General Manager of Commercial Installation Operations.

Key Responsibilities:

• Frontline scheduling & dispatch: Answer inbound calls; schedule demand and recommended work for commercial contract accounts; create and manage work orders.
• Customer data stewardship: Maintain accurate customer histories, contacts, and email records for service communication and marketing.
• Service workflow management: Track open/pending/recommended/quoted work; follow up proactively; close opportunities and generate new work orders upon customer approval.
• Estimator coordination: Partner with the Commercial Service Estimator to expedite high-priority approved work.
• Billing & revenue: Process completed work orders for daily billing; record daily/weekly/monthly revenue; batch and export service invoices weekly, including month-end close activities; maintain and resolve unbilled work-order reports.
• Profitability oversight: Work with the Commercial Service Manager to monitor technician work-order profitability and investigate low-margin closures.
• Lead management: Validate and enter replacement/maintenance sales leads accurately and on time for Account Manager review; maintain reporting for closed/won service repairs.
• Customer support & resolution: Handle complaints professionally; assist with billing questions; support Accounting with light collections.
• Contract support: Serve as backup to the PM Coordinator for maintenance agreements (follow-ups, renewals, setup, and monthly billing).

Job Requirements:

• Onsite role based in Lititz, PA; reliable transportation required.
• Ability to work Monday-Friday, 7:00 a.m.-4:00 p.m., with occasional overtime during high call volumes.
• Successful completion of background check, physical evaluation, drug screening, and motor vehicle record review as part of the hiring process.

Key Qualifications:

• High school diploma or GED required; Associate's degree in business, management, or related field preferred.
• 3+ years of experience in service coordination/dispatch/operations support; exposure to commercial mechanical/electrical/HVAC services is a strong plus.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook) and comfort working within CRM/ERP/dispatch systems.
• Excellent verbal and written communication; high-touch customer service with the ability to de-escalate concerns.
• Strong organization and time management; capable of prioritizing and maintaining orderly workflows in a fast-paced environment.
• Analytical problem solver with the ability to interpret reports (e.g., unbilled work, revenue, margins) and recommend solutions.

Benefits:

• Medical benefits starting the first of the month, including company-paid Life Insurance and Long-Term Disability.
• Company contribution to 401(k) and Health Savings Accounts.
• Company-paid Employee Assistance Program and mental-health coverage.
• PTO begins immediately (prorated; equivalent to three weeks for a full calendar year).
• Company-sponsored events and a values-driven culture focused on employee growth and community impact.