Service Coordination Lead in New York at Joseph J Magnolia

About Magnolia Plumbing, LLC

For over 75 years, Magnolia Plumbing, LLC has proudly served the DC metropolitan area, delivering reliable solutions for both residential and commercial customers across heating and cooling (HVAC), plumbing, wastewater management, and underground site utility work.

We believe the best service starts with the best people, so we hire the best and invest in their success.

Magnolia Companies is seeking an experienced Service Coordination Lead to oversee our commercial service coordination team. This position will manage daily scheduling, dispatching, customer communication, and service operations across multiple departments. The ideal candidate has strong commercial service experience, leadership skills, and the ability to manage a team while remaining hands-on with daily operations.

• Supervise, lead, and support the service coordination team, including assigning workloads and managing daily priorities.
• Train, coach, and evaluate team members, including conducting performance reviews and assisting with hiring and onboarding.
• Oversee daily scheduling and dispatching of commercial HVAC, plumbing, pumps, stormwater, and wastewater service calls.
• Ensure service requests are scheduled, assigned, completed, and properly documented.
• Monitor open service jobs, technician follow-ups, and job closeouts in ServiceTitan.
• Assist with booking service calls, dispatching technicians, and handling customer inquiries as needed.
• Manage customer work-order portals, including Corrigo, and ensure work orders are updated and completed.
• Communicate with technicians, field managers, and customers to resolve scheduling and service issues.
• Handle customer escalations and provide support for after-hours service needs.
• Coordinate and oversee the after-hours on-call rotation.
• Monitor team performance and provide updates to the Director of Administrative Operations.

• High school diploma or equivalent required.
• Minimum of 3 years of service coordination or dispatch experience.
• At least 1 year of supervisory or team leadership experience.
• Strong knowledge of Service Titan, including scheduling, dispatching, and job management.
• Working knowledge of commercial HVAC, plumbing, pumps, stormwater, or wastewater service operations.
• Experience managing customer inquiries and resolving service-related issues.
• Strong organizational, communication, and multitasking skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with Corrigo or other customer work-order portals preferred.
• Must be available for after-hours support and an on-call rotation.

Benefits & Culture

• Medical benefits starting the first of the month, plus company-paid life insurance and long-term disability.
• Company contributions to 401(k) and HSA.
• Company-paid Employee Assistance Program (EAP) and mental health coverage.
• Company-paid Basic Life Insurance Policy.
• Paid time off (PTO) available from day one.
• Empowered environment: we trust you to own your work.
• Opportunity to pursue trade school and ongoing professional development.
• Safety Incentive bonus.

As part of our standard hiring process, this role requires completion of a background check and drug screening following an offer of employment.