Client Service Coordinator

1 week ago

Wilmington, North Carolina, United States Hoffman & Hoffman Inc Full time
Job Overview

Position Title: Service Coordinator
Employment Status: Full-Time, Non-Exempt, eligible for overtime
Reporting To: Area Manager, Dispatch Services

Role Objective: The Service Coordinator is responsible for delivering exceptional customer service and comprehensive administrative assistance to the Administrative Services Manager and HVAC service technicians. This includes managing service requests, scheduling technician dispatches, procuring materials, responding to information inquiries, and executing clerical tasks such as drafting correspondence, welcoming visitors, organizing travel, coordinating training sessions, and arranging meetings. The role also provides essential support to the accounting department as needed.

At-Will Employment: This position does not create a contract of employment or guarantee employment for any specific duration.

About Hoffman Mechanical Solutions: As a division of Hoffman & Hoffman, Inc., we are dedicated to leading the HVAC industry by offering innovative solutions through outstanding design and customer service.

Key Responsibilities:

  • Generate reports, memos, letters, and other documentation using various software tools.
  • Analyze and interpret Field Service Reports.
  • Oversee and maintain service schedules effectively.
  • Engage with both internal and external clients.
  • Schedule service calls by collecting customer information and logging calls in the Viewpoint system, ensuring follow-up on call status.
  • Assist in the subcontractor pre-approval process.
  • Handle incoming calls, directing them to the appropriate parties or taking messages as necessary.
  • Perform general office tasks, including ordering supplies and maintaining records management systems.
  • Sort and distribute incoming correspondence, including faxes and emails.
  • Coordinate travel arrangements for technicians when required.
  • Prepare meeting agendas and make arrangements, including catering for luncheons.
  • Provide administrative support to service technicians.
  • Coordinate and manage office services.
  • Supply information for managerial reports, financial statements, strategic planning, and decision-making.
  • Conduct basic bookkeeping tasks, such as setting up new customers and vendors and processing time sheets.
  • Develop schedules based on service requests and work orders from other associates.
  • Assist fellow Service Coordinators with their workload during absences.
  • Support the accounting team and serve as a backup for the Accounting Assistant when time permits.

Qualifications and Experience:

  • Preferred: Post-secondary degree.
  • 3-5 years of relevant experience in a similar role or in dispatching.
  • Experience in the mechanical service or HVAC industry is preferred.
  • Familiarity with service management or accounting systems is a plus.

Job Expectations:

  • Punctuality and immediate commencement of work upon arrival.
  • Effective verbal and written communication skills.
  • Accuracy and thoroughness in work performance.
  • Dependability and trustworthiness.
  • Efficient organization and completion of tasks within deadlines.
  • Strong relationship-building skills with customers and colleagues.
  • Maintaining a neat and organized workspace.
  • Ability to prioritize tasks effectively.
  • Completion of all work responsibilities prior to scheduled time off.
  • Building and maintaining the confidence of customers, service technicians, sales engineers, and coworkers.
  • Demonstrating enthusiasm and a commitment to timely and accurate work.
  • Recognizing the importance of interactions with service technicians and customers.
  • Detail-oriented with the ability to identify inconsistencies and errors.

Benefits of Employment: As a 100% employee-owned company through an Employee Stock Ownership Plan (ESOP), we provide a retirement benefit fully funded by the company, alongside 401(k) options for employee contributions. Research indicates that ESOP companies often experience faster growth in sales and employment, and employees typically accumulate significantly more in retirement savings compared to those in traditional companies. Additionally, we offer medical, dental, vision, and life insurance, as well as paid time off (PTO).

Physical Requirements:

  • Frequent standing, walking, sitting, handling, and reaching.
  • Occasional lifting and carrying of weights between 11-20 lbs.
  • Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Work Environment: The position is based in an open office setting within a controlled atmosphere building, with occasional work required in non-air-conditioned environments.

This job description outlines the essential functions and primary duties of the position but is not intended to be an exhaustive list of all responsibilities, skills, and tasks that may be assigned. Additional duties may be assigned by management as deemed appropriate.

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