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Hero Plumbing Heating and Cooling

<div>Overview:
<div><b>
Operations Coordination Specialist (OCS)</b></div><div><b><br>
Full-Time | Shift-Based + On-Call Rotation</b></div><div></div><div><b><br>
Department Overview &ndash; Operations Coordination Team</b></div><div></div><div><br>
The <b>Operations Coordination Team</b> is responsible for the end-to-end coordination of service and install jobs, ensuring alignment between <b>ServiceTitan (CRM)</b>, <b>ProBook (dispatch platform)</b>, field operations, and customer expectations.</div><div>
This team replaces traditional Dispatch and Install Coordination roles, evolving into a centralized function focused on <b>job readiness, execution, communication, and operational efficiency</b>.</div><div></div><div><b><br>
Role Overview</b></div><div></div><div><br>
The <b>Operations Coordination Specialist (OCS)</b> is a proactive operational leader responsible for ensuring jobs are <b>properly built, scheduled, prepared, and executed</b>.</div><div></div><div><br>
This role goes beyond dispatching and coordination&mdash;owning the full lifecycle of the job, from initial setup to completion, while preventing issues before they occur and ensuring a seamless experience for both customers and field teams.</div><div></div><div><b><br>
What This Role Owns</b></div><br>
<div></div><ul><li>
End-to-end job coordination (service + install)</li><li>
Technician scheduling, planning, and execution</li><li>
Job readiness (parts, permits, documentation)</li><li>
Real-time communication across:
</li><li><ul><li>CSRs / Inside Sales</li><li>
Technicians</li><li>
Customers</li></ul></li><li>
Alignment between <b>ServiceTitan and ProBook</b></li></ul><div><b>
Core Responsibilities</b></div><div><ul><li><b>
Scheduling &amp; Dispatch Execution</b></li></ul><div><ul><li>
Validate and verify jobs in <b>ProBook</b> to optimize technician efficiency and routing</li><li>
Monitor same-day and next-day schedules, adjusting in real time</li><li>
Validate technicians to jobs based on <b>skillset, availability, and geography</b></li><li>
Coordinate complex job types (installs, callbacks, returns, unfinished work)</li></ul></div></div><div><ul><li><b>
Job Readiness &amp; Build (Install + Service)</b></li></ul><div><ul><li>
Build and review jobs in <b>ServiceTitan</b> for accuracy and completeness.</li><li>
Verify:
<ul><li>Parts and materials availability</li><li>
Job scope and documentation</li><li>
Permits and rebates submitted where applicable</li></ul></li><li>
Act as the <b>gatekeeper</b> to prevent incomplete or high-risk jobs from being scheduled</li></ul></div></div><div><ul><li><b>
System Management (ServiceTitan &amp; ProBook)</b></li></ul><div><ul><li>
Use <b>ServiceTitan (ST)</b> for job creation, customer records, and workflow tracking</li><li>
Maintain real-time accuracy between <b>ST and ProBook</b></li><li>
Leverage system visibility (job status, parts ETA, technician availability) to drive decisions</li></ul></div></div><div><ul><li><b>
Communication &amp; Coordination</b></li></ul><div><ul><li>
Serve as the <b>central communication hub</b> for all operational coordination</li><li>
Proactively communicate with:
<ul><li>Technicians on job status and readiness</li><li>
Trade Managers on scheduling updates and changes</li><li>
Customers on confirmations, delays, and expectations</li></ul></li><li>
Bridge gaps between <b>system data and real-world execution</b></li></ul></div></div><div><ul><li><b>
Operational Oversight &amp; Execution</b></li></ul><div><ul><li>
Monitor all active jobs and identify:
<ul><li>Scheduling gaps or overlaps</li><li>
At-risk or delayed jobs</li><li>
Workflow breakdowns</li></ul></li><li>
Maintain a clean, accurate, and optimized board across all job types</li><li>
Ensure installs are completed, subcontractors are coordinated, and follow-ups occur</li></ul></div></div><div><ul><li><b>
Customer Experience &amp; Follow-Up</b></li></ul><div><ul><li>
Ensure all customer commitments are met, and expectations are clearly set before installation
</li><li>Handle customer concerns and escalate when needed</li><li>
Follow up on installations and service work to ensure satisfaction
</li></ul></div></div><div><ul><li><b>Financial &amp; Administrative Coordination</b></li></ul><div><ul><li>
Monitor and follow up on:
<ul><li>Open or past-due invoices
</li><li>Job costing and accuracy</li><li>
Department expenses and documentation tracking
</li></ul></li><li>Maintain accurate records, reporting, and tracking systems</li></ul></div></div><div><ul><li><b>
Team Support &amp; Accountability</b></li></ul><div><ul><li>
Support team workload across service and install coordination</li><li>
Assist with call overflow, scheduling gaps, and workload balancing</li><li>
Follow all company processes, checklists, and workflows</li><li>
Take full ownership of results and ensure daily work is completed</li></ul></div></div><div><b>
What Success Looks Like</b></div><ul><li><div><ul><li>
Fully aligned and optimized schedules across service and install</li><li>
High job readiness with minimal execution issues</li><li>
Strong alignment between <b>ServiceTitan and ProBook</b></li><li>
Proactive communication minimizing surprises</li><li>
Increased technician productivity and reduced rework</li><li>
A team member who <b>owns the outcome, not just the task</b></li></ul></div></li></ul><div><b>
Qualifications</b></div><ul><li><div><ul><li>
Experience in dispatch, scheduling, coordination, and or project management</li><li>
Strong organizational, multitasking, and prioritization skills
</li><li>Excellent communication skills (written and verbal)
</li><li>Experience with <b>ServiceTitan, ProBook, or similar systems</b> preferred
</li><li>High attention to detail and ability to manage complex workflows</li></ul></div></li></ul><div><b>
Core Traits</b></div><ul><li><div><ul><li>
Ownership mindset &ndash; takes responsibility end-to-end</li><li>
Team-first mentality &ndash; supports others without being asked</li><li>
Reliable with strong work ethic &ndash; consistently goes above and beyond</li><li>
Confident communicator &ndash; sets clear expectations and boundaries</li><li>
Process-driven &ndash; consistent, disciplined, and detail-oriented</li></ul></div></li></ul><div><b>
Schedule &amp; Requirements</b></div><ul><li><div><ul><li>
Flexible shifts based on business needs (approx. <b>6:00 AM &ndash; 9:00 PM coverage</b>)</li><li>
On-call rotation (evenings, weekends, some holidays)
</li><li>Overtime may be required based on workload
</li></ul></div></li></ul><div><b>Compensation</b></div><ul><li><div><ul><li>
Hourly pay based on experience
</li><li>Performance-based raises and incentives tied to KPIs
</li></ul></div></li></ul><div><b>Role Evolution Summary</b></div><div></div><div><br>
The Operations Coordination Specialist role represents a shift from <b>task-based dispatching and install coordination</b> to <b>full operational ownership</b>&mdash;ensuring readiness, alignment, execution, and customer satisfaction across the entire job lifecycle.</div>
Posted Min Pay Rate: USD $23.00/Hr. Posted Max Pay Rate: USD $25.00/Hr.</div>

Operations Coordination Specialist

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Hero Plumbing Heating and Cooling

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Operations Coordination Specialist