Service Operations Coordinator Kelly Air Systems

Century Mechanical Holdings

Job Location:

Cape Coral, FL - USA

Hourly Salary: $ 18 - 23

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Benefits:

401(k) matching
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance

Position Summary

The Service Operations Coordinator is responsible for coordinating daily service operations including dispatching field technicians managing ServiceTitan workflows and overseeing day-to-day office activities that support efficient service delivery. This role serves as the central point of communication between the field office customers and leadership to ensure schedules are optimized jobs are properly documented and operational standards are consistently followed.

This position requires strong organizational skills operational judgment customer service awareness and a solid understanding of service management systems in a fast-paced trade environment.

Essential Duties and Responsibilities

The essential functions include but are not limited to the following:

Dispatch & Scheduling Operations

Schedule dispatch and monitor service technicians daily using ServiceTitan
Optimize routes and job assignments based on technician skill level location urgency and capacity
Respond to same-day service changes emergency calls and schedule disruptions
Communicate job details customer notes special instructions and safety requirements to technicians
Track technician status (en route on site completed follow-up required)

Service Management System Administration (ServiceTitan)

Maintain accurate job customer asset and service agreement data
Ensure technicians properly close jobs enter notes time materials and photos
Review invoices pricing and job costing for accuracy prior to posting
Manage service agreement workflows renewals and maintenance scheduling
Support reporting related to KPIs such as response time first-time fix rate revenue per call and call volume

Office Operations Oversight

Oversee daily front-office activities including call flow customer communications and administrative support
Ensure phones dispatch coverage and office staffing are aligned with service demand
Coordinate workflow between CSR dispatch service management and accounting teams
Support onboarding and system training for new office and field employees
Maintain office organization documentation and standard operating procedures (SOPs)

Customer Experience & Communication

Serve as escalation point for customer service issues related to scheduling or service execution
Communicate professionally with customers regarding arrival windows delays and follow-ups
Ensure consistent application of service standards and customer communication protocols
Support resolution of billing or service discrepancies in coordination with management

Field & Operations Support

Act as a liaison between field technicians and management
Assist Service Manager with daily operational reporting and workload planning
Monitor productivity overtime trends and capacity utilization
Ensure compliance with company policies safety procedures and system requirements

Reporting & Administrative Support

Generate daily weekly and monthly operational reports from ServiceTitan
Track KPIs related to dispatch efficiency call completion and revenue performance
Assist with payroll data verification related to time entries and job codes
Maintain accurate service records for audit and compliance purposes

Requirements

Required Qualifications

High school diploma or equivalent (Associates degree preferred)
35 years experience in service operations dispatch or office coordination in HVAC plumbing electrical or MEP environments
Hands-on experience with ServiceTitan
Strong understanding of dispatching service workflows and technician utilization
Proficiency in Microsoft Office (Excel Outlook Word)

Preferred Qualifications

Experience in a multi-location or Holdco environment
Familiarity with service agreements maintenance plans and job costing
Experience supporting payroll or timekeeping workflows
Prior supervisory or lead dispatcher experience

Skills & Competencies

Strong organizational and multitasking abilities
Calm professional communication under pressure
Operational problem-solving and decision-making skills
Customer-focused mindset with firm process enforcement
Attention to detail and system accuracy
Ability to work cross-functionally with field and office teams

Physical & Work Environment Requirements

Office-based role with extended periods of computer and phone use
Ability to manage high call and dispatch volume in fast-paced environments
Occasional after-hours availability for service escalations as needed

Compensation: $18.00 - $23.00 per hour

There are many exciting options for a career in HVACR waiting to be explored.

If youre looking for a career that offers flexibility job stability strong pay benefits and more then youve come to the right place!

Required Experience:

Benefits:401(k) matchingCompetitive salaryDental insuranceHealth insuranceOpportunity for advancementPaid time offTraining & developmentVision insurancePosition SummaryThe Service Operations Coordinator is responsible for coordinating daily service operations including dispatching field technicians ...