Service Coordinator

Fidelity Mechanical Services, a premier provider of Mechanical HVAC design, installation, and service in the Mid?Atlantic region, is looking for a Service Coordinator to join our Beltsville, MD team! 

Primary Responsibilities: 

• Dispatching: Efficiently receive and process incoming service requests from clients via phone, email, or other communication channels. Prioritize and dispatch HVAC service technicians based on urgency, location, and skillset.

• Scheduling: Coordinate and schedule HVAC service appointments, considering customer availability, technician availability, and service requirements. Optimize the routing and scheduling of technicians to minimize travel time and maximize efficiency.

• Communication: Maintain clear and timely communication with clients, HVAC service technicians, and other team members. Provide updates on technician arrivals, delays, and any changes to scheduled appointments. Ensure effective communication between technicians and clients to address any questions or concerns.

• Documentation: Accurately record and maintain detailed service records, including client information, service requests, technician assignments, and work performed.  

• Customer Service: Deliver excellent customer service by providing a friendly and professional experience during all client interactions. Handle customer complaints or issues with empathy and resolve them in a timely manner.

• Team Collaboration: Collaborate with HVAC service technicians, and other team members to ensure seamless service delivery. Share relevant information and feedback to improve overall operational efficiency.

Qualifications:

• "Can do" attitude with a team player mentality
• Customer Service oriented
• Excellent time management, multi-tasking, and organization skills
• Excellent written and oral communication skills
• Strong problem-solving, and analytical skills
• Ability to deal effectively with a multitude of individuals at all organizational levels
• At least 1 year of experience in the HVAC industry or dispatching
• At least 1 year of customer service experience
• High school diploma or equivalent

What's In It For You: 

• PTO & Paid Company Holidays 
• Medical Insurance 
• Dental Insurance 
• Vision Insurance 
• Life & Disability Insurance
• 401(k) with Company Match