Job Description

Service Operations Coordinator

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

• 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)
• 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
• 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)
• 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
• 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
• 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

• High school diploma or equivalent (Associate's 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)

Compensation

$18.00 - $23.00 per hour

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