Service Operations Coordinator

About The Metro Group, Inc.
The Metro Group, Inc. is a successful, long-established building services company founded in 1925 with headquarters in Long Island City, New York. Our New England District Team specializes in commercial water treatment, water services & testing, regulatory compliance, and a variety of building support services. We take pride in our work and the long-term partnerships we build with both clients and employees.

Position Overview

Are you a highly organized, resourceful individual who thrives on keeping operations running smoothly? The Metro Group is seeking a Service Operations Coordinator to join our growing New England Service Team. This in-office role is ideal for someone who enjoys problem-solving, fast-paced coordination, and being at the center of daily operations.

Reporting directly to the District Service Manager, you will oversee technician routing, daily scheduling, and service coordination across multiple states. You’ll also play a key role in supporting the broader service operations, helping ensure that customers are served efficiently, technicians are supported, and the district runs seamlessly day-to-day.

Working Hours and Benefits

• Full-time, in-office position (Monday–Friday)
• Regular hours: 8:00 am – 4:00 pm (occasional early start, depending on business needs)
• No nights or weekends
• Paid holidays and generous paid time off
• Weekly pay
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) with company match and profit sharing
• FSA/HSA options and company-paid life insurance

Key Responsibilities

Daily Operations & Scheduling

• Manage daily scheduling for 15–17 field technicians to maximize route efficiency and minimize travel time.
• Dispatch and adjust routes dynamically to handle technician call-outs, customer reschedules, or emergency service requests.
• Review completed service reports, verify accuracy, and ensure next steps are executed promptly.
• Maintain accurate documentation of all service routes, changes, and updates.
• Coordinate specialty services such as sampling, testing, and system cleanings.

Team Support & Internal Leadership

• Serve as the go-to support resource for technicians and account managers regarding scheduling, logistics, and field coordination.
• Lead internal communications to keep the team informed and aligned
• Collaborate with our IS/IT team to deploy and maintain service communication equipment and technology.

Customer Communication & Relationship Management

• Contact customers daily to confirm appointments, arrange site access, and set expectations.
• Answer incoming calls and assist customers, vendors, and internal staff with scheduling, service inquiries, and general information in a professional and helpful manner.
• Act as the first point of contact for clients when scheduling or service issues arise, maintaining a professional and solutions-focused tone.
• Build and sustain strong client relationships through consistent communication and responsiveness.

Process & Data Management

• Own the service approval process: verifying documentation, updating account data, and ensuring accuracy across all systems.
• Maintain current customer and site information to prevent callbacks, cancellations, or service delays.
• Support compliance tracking, including licensing, training, and certification records.

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred
• 1–3 years of scheduling, dispatching, or operations coordination experience (HVAC, facilities, or service industry preferred)
• Strong organizational and time management skills with the ability to multitask under pressure
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office, map/navigation tools, and scheduling software
• Customer service–oriented mindset with a solutions-first attitude
• HVAC or plumbing knowledge a plus, but not required

Why Join The Metro Group

At Metro Group, you’ll find a workplace built on teamwork, accountability, and mutual respect. You’ll play a visible and critical role in keeping our operations efficient and our customers satisfied, all while gaining exposure to the inner workings of a busy service organization. For the right person, this position offers a clear path for growth toward service management. The Metro Group, Inc. is an EEOC-compliant employer.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Ability to Commute:

• Wilmington, MA 01887 (Required)

Work Location: In person