Contracts & Quoting Support Coordinator at AIRTIGHT FACILITECH INC – Charlotte, North Carolina

Contracts & Quoting Support Coordinator – HVAC Service Operations Department

Location: Charlotte, NC
Department: Service Operations
Reports To: Supervisor

Position Summary

The Contracts & Quoting Support Coordinator is a critical role within the Service Operations Department and will be responsible for managing the full lifecycle of repair quotes while supporting the overall customer experience for our contract accounts.
This position ensures that repair opportunities are thoroughly reviewed, accurately quoted, and consistently followed through from technician recommendation to customer approval and after completed repair. This position works closely with technicians, service managers, coordinators, and vendors to ensure nothing falls through the cracks and that our customers receive a high level of communication, transparency, and service.

While this role will initially focus on mastering the repair quoting process, as proficiency is achieved, responsibilities will expand to include contract customer support, account health monitoring, and participation in renewal preparation.

Key Responsibilities

Quote & Approval Management

• Manage and track all open service and repair quotes from creation through customer decision.
• Research and source part availability, lead times, and pricing to support accurate quoting and scheduling.
• Follow up with customers regularly to secure approvals, declines, questions or clarifications.
• Flag high-dollar repairs that may warrant replacement discussions and coordinate with managers for proposals.
• Ensure quotes are complete and accurate, with clear pricing, labor estimates, and supporting documentation before submitting for Ops Approval.

Technician & Customer Communication

• Maintain regular communication with technicians to confirm quotes are thorough, detailed, and include supporting photos, scope of work notes, and all required parts and materials.
• Verify repair details with technicians to reduce errors, missed items, or delays in approvals.
• Provide customers with professional, timely updates on quote status.
• Conduct post-service follow-ups with customers to confirm satisfaction and address any outstanding needs.

Contract Customer & Experience Oversight

• Conduct regular customer check-ins to ensure satisfaction with service delivery, scheduling, and communication
• Confirm customers are receiving service reports and understand completed work
• Gather customer feedback, including satisfaction ratings and referral likelihood
• Identify and escalate at-risk accounts based on feedback, unresolved issues, or service concerns
• Monitor open repair recommendations and outstanding quotes for customers
• Assist in preparing contract performance summaries for renewal discussions
• Ensure customers have a clear point of contact and consistent communication

Operational & Coordinator Backup

• Provide backup coverage for service coordinators as needed (e.g., scheduling, call handling, PO review and submission).
• Chase down purchase orders, warranties, and customer approvals to keep jobs moving.
• Prepare weekly reports on open quotes, declined work, and repair-vs-replace outcomes.

Qualifications

• 2+ years of experience in inside sales, customer service, or service operations (HVAC or related industry preferred).
• Strong communication skills for working with customers, technicians, vendors, and internal teams.
• Detail-oriented with excellent organizational skills and ability to multitask in a fast-paced environment.
• Experience in ERP/CRM systems, Microsoft Office (Excel, Outlook) and Smartsheets a plus
• Knowledge of HVAC systems, service terminology, and parts sourcing a plus.