Service Coordinator at E.R. Services – Mint Hill, North Carolina

The Service Coordinator supports daily service operations by coordinating scheduling, dispatch, and communication between customers, technicians, and internal teams. This role ensures efficient job flow, accurate documentation, and a high level of customer service while supporting revenue and operational performance.

• Coordinate and schedule service appointments based on technician availability, skillset, and geographic routing
• Dispatch technicians and manage real-time schedule adjustments to optimize productivity and efficiency
• Serve as a primary point of contact for customers, providing updates on job status, arrival times, and service details
• Create, update, and maintain work orders in ServiceTitan (or CRM system) with accurate job information
• Communicate job scope, materials, and special instructions to field technicians
• Monitor job progress and proactively address scheduling conflicts or delays
• Support revenue generation by ensuring jobs are properly scheduled, completed, and closed out in a timely manner
• Coordinate with parts/vendors to ensure materials are available for scheduled work
• Assist with invoicing support, job costing accuracy, and basic billing inquiries
• Maintain strong communication with Service Manager regarding operational issues, capacity, and workforce needs
• Follow up with customers post-service to confirm satisfaction and resolve any outstanding concerns
• Ensure adherence to company policies, safety standards, and service expectations

SCHEDULE: Monday–Friday, 7:30 AM – 4:30 PM
ADDITIONAL REQUIREMENTS: Participation in a rotational on-call schedule, including evenings and weekends, is required. Additional compensation is provided for on-call coverage.

• 2+ years of experience in dispatch, scheduling, or service coordination (plumbing/HVAC preferred)
• Experience with ServiceTitan or similar field service management software preferred
• Strong organizational and multitasking skills in a fast-paced environment
• Excellent communication and customer service skills
• Ability to problem-solve and make real-time decisions under pressure
• Proficiency in Microsoft Office and CRM systems

• Time management and prioritization
• Attention to detail and accuracy
• Customer focus and professionalism
• Operational awareness and urgency
• Team collaboration and communication