HVAC Service Coordinator

**HVAC Service Coordinator** **Position Type:** Full\-time, hourly position eligible for overtime. This is a fully remote role that requires an efficient home office environment. **Job Summary:** The Service Coordinator is responsible for office support of the HVAC service department, including call intake, customer service, and administrative tasks. **Essential Functions:** The Essential Functions are representative, but not all\-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. * Scheduling: + Coordinate on\-demand billable calls for maintenance or repair. + Proactively schedule preventative maintenance visits due for delivery to plan members. + Ensure proper resources are scheduled according to service need. + Schedule H\&C sales visits. + Handle all inbound calls for H\&C sales. + Call potential customers from the appropriate lead buckets with the objective being to schedule a sales visit. + Monitor the CIA HVAC Teams chat room. + Manage customer service issues that arise as needed. * Customer Communication: + Confirm all H\&C sales visits, and all service visits through new manual confirm process + Manage customer service issues, working closely with service coordinators and lead dispatcher to deploy appropriate techs to achieve resolution. + Effectively handle escalated customer issues, scheduling or rescheduling service appointments as needed. + Follow up on all proposed, quoted work or return visit requests in a timely fashion. + Ensure service crews have updated customer information. + Respond professionally and in a timely manner to calls, emails, and instant messages. * Perform additional tasks as required. **Education \& Experience:** * High School diploma or equivalent. * Bachelor’s degree in relevant field preferred. * 3\+ years' experience working in customer service field * Experience working in the HVAC field preferred but not required * Proficiency working with MS Office. * Proficiency working with Customer Relationship Management (CRM) software such as Salesforce preferred. * Customer focused. * Excellent communication skills. * Ability to work independently or as part of a team. * Time Management skills. * Problem solving ability. * Position requires proficiency in reading, writing, and communicating in English. **Perk/Benefits:** * Health Insurance * Dental Insurance * Vision Insurance * Paid training * 401k Retirement Plan with match * PTO with accrual schedule * Paid holiday schedule * Employee Assistance Program * Fast growth opportunities! **Work Environment:** * Remote: This position is a remote work model that requires an employee to have a workspace free of distraction during work hours to perform job duties. **Physical Demands:** * Requires sitting at a desk for long periods of time, performing tasks on a computer, the ab