Service Success Coordinator

What does Service Success mean? That means creating a win-win-win situation for the customer, the company, & the employee. Your role is exactly that. Providing exceptional customer service while attaining company profitability goals and earning performance pay related to your success in the first two areas.

Company Overview:
Integrity Heating & Cooling is a trusted leader in HVAC services with over 35 years of experience serving the Greater Charlotte area. We are a family owned company dedicated to delivering exceptional customer service while fostering a supportive environment for our team members. As an authorized Lennox and Trane dealer with NATE-certified technicians, we pride ourselves on professionalism, reliability, and exceeding customer expectations.

Position Overview:
We are seeking a Service Success Coordinator to join our dynamic team. This key role involves efficiently managing technician workloads and schedules, ensuring high-quality service delivery while optimizing operational efficiency. The ideal candidate will prioritize high-revenue service calls while maintaining excellent customer service for all clients.

Key Responsibilities:

• Dispatch Technicians: Efficiently schedule and dispatch technicians to maximize daily productivity while ensuring prompt service for all customers.
• Prioritize Calls: Assign service requests by prioritizing high-dollar-value calls, without compromising customer service quality for smaller jobs.
• Optimize Routes and Schedules: Create and adjust technician routes to reduce travel time, minimize downtime, and ensure service efficiency.
• Customer Communication: Maintain clear and professional communication with customers regarding availability, service expectations, and any schedule changes. Work with customers to reschedule appointments when necessary to meet revenue goals.
• Coordinate with Teams: Collaborate with the Service Manager to ensure technicians have the tools and information needed to successfully complete each job.
• Manage Emergencies: Quickly and effectively handle urgent service requests and reallocate resources as needed to meet both customer needs and company goals.

Administrative Duties: Maintain detailed logs and reports of service calls, customer interactions, and technician schedules using ServiceTitan.

Qualifications:

• Experience in dispatching or scheduling.
• 2-year degree or 3 years in a professional office setting.
• Strong organizational skills with the ability to juggle multiple tasks in a fast-paced environment.
• Excellent communication skills to liaise with both customers and technicians.
• Professional speaking voice, as phone communication is a major function of the role.
• Knowledge of local geographic areas and routes is a plus.
• Experience with dispatch or CRM software is preferred.

Why Work With Us?
At Integrity Heating & Cooling, you will be part of a company that values both customer satisfaction and employee well-being. We offer ongoing professional training, career development opportunities, and a supportive, teamwork-oriented environment.

Benefits:

• Competitive Pay: $22.00 to $28.00 per hour
• Weekly Performance Bonus related to your ability to dispatch to maximize.
• Signing bonus for Service Titan user experience.
• Work Hours: Monday to Friday, full-time, with a rotating Saturday schedule
• 100% company-paid medical, dental, and vision insurance
• Work-life harmony: 120 hours of PTO, plus 7 paid holidays
• 401(k) plan with 4% match
• Nexstar training & customer service training.