Service Coordinator

Position Summary

Kaback Service, Inc. is a family owned and operated HVAC service and installation business that has a successful track record for grown over the past 75 years. The HVAC Service Coordinator/Dispatcher plays a critical role in the day-to-day operations of Kaback Service, Inc. by ensuring seamless coordination between our clients, technicians, and internal departments. This position requires constant real-time communication, collaboration, and information-sharing within the office environment to effectively manage service requests, technician schedules, and client expectations. The Service Coordinator/Dispatcher is a central point of contact and must remain fully engaged with the service team in person to ensure efficient operations and superior client service.

Essential Duties & Responsibilities

• Dispatching & Scheduling: Assign and dispatch service technicians to client sites based on availability, skillset, geographic location, and urgency of service requests. Make immediate adjustments to schedules in response to emergencies, call-backs, or client changes.
• Client Communication: Answer and route incoming service calls, emails, and requests. Provide prompt, accurate updates to clients regarding service status, technician arrival times, and any unexpected delays.
• Collaboration: Work side-by-side with fellow coordinators, service managers, and support staff to share critical client and service information in real time. Participate in continuous cross-communication throughout the day to ensure seamless coverage for key accounts.
• Problem-Solving: Quickly resolve conflicts or challenges, such as overlapping service requests, technician call-outs, or parts/equipment issues, by coordinating with colleagues and managers in the office.
• Documentation & Data Entry: Accurately enter work orders, service reports, and updates into the company’s ERP system (SAMPro Data Basics FM Anywhere) and communicate changes promptly to all affected parties.
• Monitoring: Track technician locations, availability, and job status throughout the day. Provide continuous feedback to management and peers in the office to ensure all accounts are being properly serviced.
• Support for Technicians: Act as the direct liaison for field technicians, relaying urgent details, clarifications, or client requests in real time.

Required Skills & Competencies

• Strong verbal and written communication skills, with the ability to interact professionally with clients, technicians, and colleagues.
• High level of organization and attention to detail in a fast-paced environment.
• Ability to multi-task and make quick, sound decisions.
• Team-oriented mindset with a demonstrated ability to collaborate effectively in person.
• Proficiency with dispatch software, ERP systems, and Microsoft Office Suite.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person