Job description:
Service Coordinator
Conti Corporation – Progress Dr Location)
Employment Type: Full-Time, Onsite
Reports To: Service Manager / Project Manager
About Conti Corporation
Conti Corporation is a nationally recognized mechanical, electrical, and service contractor committed to delivering high‑quality solutions to our commercial and industrial customers. Our service division plays a critical role in supporting our clients’ day‑to‑day facility needs, and we are expanding our team with a dedicated, customer‑focused Service Coordinator to support our field technicians and service operations.
Position Overview
The Service Coordinator is the central communication hub between customers, field technicians, and internal project management. This role is responsible for managing incoming service calls, creating work orders, dispatching technicians, and ensuring all service-related information flows accurately and efficiently throughout the team.
The ideal candidate is organized, customer-service oriented, able to communicate with empathy, and comfortable supporting both customers and field personnel who may be dealing with urgent, time-sensitive issues.
Key Responsibilities
Customer Communication & Service Intake
- Answer incoming customer service calls regarding HVAC, electrical, or building system issues.
- Create service calls in COINS and assign them to the appropriate technician.
- Provide clear, professional communication with customers regarding work status, scheduling, and expectations.
- Understand the urgency of customer issues—often affecting their operations or personal comfort—and respond with empathy and professionalism.
- Maintain relationships with recurring customers; be a trusted point of contact they rely on.
Dispatching & Technician Support
- Dispatch work orders to technicians via tablets and ensure they receive necessary context not always captured in the work order.
- Support techs with additional information, PM references, or customer expectations.
- Track which technicians are on the rotating on‑call schedule (full week, Monday–Sunday).
- Respond to after-hours service requests when needed; coordinate with on‑call personnel or escalate to management as appropriate.
- Route calls to the correct point of contact when staff are unavailable or out on vacation.
Work Order & Documentation Management
- Create, organize, and maintain accurate work orders.
- Collect and review technician notes to ensure they clearly reflect the work performed onsite.
- Assist the team in preparing work documentation for billing—though final billing is handled by management.
Internal Coordination
- Collaborate with the Service Manager and PMs to ensure smooth workflow between customer requests, technician availability, and project scheduling.
- Communicate material, equipment, or permitting needs to the PM or leadership when necessary.
- Work closely with office administrative staff to ensure timely and accurate processing of service data.
Tools & Systems
- COINS (primary service management software)
- Microsoft Office Suite
- Coupa
- Do-Forms
- Company-provided phone allowance included
Qualifications
Top “Must-Have” Requirements
- Strong team player with excellent communication skills
- Prior scheduling or dispatching experience (service, HVAC, construction, logistics, or similar)
- High level of customer service and the ability to handle urgent or emotionally charged calls
Preferred / Bonus Qualifications
- Experience in mechanical, HVAC, construction, or service‑based industries
- Familiarity with COINS or similar service management software
- Experience working with field technicians or trade environments
Work Environment
- Onsite / In-Office Only – Progress Drive location
- Fast-paced, professional service environment
- Close-knit team supporting both customers and field technicians
- Requires the ability to juggle multiple tasks, incoming calls, and real-time changes
Additional Requirements
- Must pass a pre-employment drug screen
- Full-time, Monday–Friday, plus occasional after-hours support rotation
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
