Commercial Customer Service Coordinator

Responsibilities

• Serve as a primary point of contact for DWC Mechanical’s commercial and B2B customers. 
• Answer incoming customer calls, emails, and service requests in a professional and timely manner. 
• Build and maintain strong customer relationships through responsive communication and consistent follow-up. 
• Listen carefully to customer concerns, ask appropriate questions, and work to understand the customer’s perspective and service needs. 
• Provide customers with updates regarding scheduling, technician status, service progress, quotes, and completed work. 
• Follow up with customers after service when appropriate to ensure satisfaction and address outstanding needs. 
• Proactively contact existing customers to strengthen relationships, identify service needs, and support customer retention. 
• Conduct outbound and cold-calling efforts to current and prospective customers as needed. 
• Respond to customer questions regarding service work, pricing, invoices, and account information. 
• Escalate complex issues when necessary while remaining involved through resolution. 

• Receive and accurately log all incoming service calls in the company’s service-management system. 
• Gather complete information regarding: 
  • Customer and site details 
  • Equipment or system concerns 
  • Service urgency 
  • Contact information 
  • Billing requirements 
  • Purchase order requirements 
  • Site access information 
• Create and maintain accurate service-call records. 
• Ensure customer requests are properly documented and routed to the appropriate internal team. 
• Track open service requests and follow up as needed to help ensure timely resolution. 

• Prepare or assist with basic service and repair quotes. 
• Communicate quotes clearly and professionally to customers. 
• Follow up on outstanding quotes and customer approvals. 
• Coordinate with technicians, service leadership, or sales personnel when additional technical information is required. 
• Ensure approved work is properly documented and moved forward for scheduling. 

• Provide dispatch and scheduling support as needed. 
• Assist with coordinating technician assignments based on location, skill set, availability, workload, and customer priority. 
• Communicate schedule changes or delays to customers and technicians. 
• Assist with maintaining the dispatch board and help ensure service calls are routed and scheduled appropriately. 
• Support emergency or priority service requests as directed. 
• Work closely with service leadership and technicians to help maintain an organized daily schedule. 

• Assist with customer invoicing and service billing. 
• Review completed service-call documentation for accuracy prior to billing. 
• Confirm labor, materials, purchase orders, and customer billing information. 
• Assist with closing completed service calls so invoices can be processed accurately and promptly. 
• Respond to basic customer billing questions and coordinate more complex issues with accounting or service leadership. 
• Maintain organized and accurate billing and service records. 

• Order parts and materials needed for scheduled service work. 
• Communicate with vendors regarding availability, pricing, delivery, and order status. 
• Help ensure technicians have the necessary materials available prior to scheduled work. 
• Prepare or assist with purchase orders as needed. 
• Track outstanding material orders and communicate delays to appropriate team members. 

• Maintain accurate customer, contact, equipment, and billing information. 
• Assist with updating service records and customer files. 
• Support the Service Department with general administrative responsibilities. 
• Maintain organized digital and physical records as needed. 
• Coordinate closely with technicians, service management, accounting, vendors, and customers. 
• Assist with other service-department responsibilities as business needs require. 

Qualifications

• High school diploma or GED. 
• Strong customer-service and relationship-building skills. 
• Professional telephone manner and ability to communicate clearly with commercial customers, technicians, vendors, and coworkers. 
• Excellent verbal and written communication skills. 
• Strong organizational skills and ability to manage multiple priorities. 
• Ability to remain calm, professional, and solution-oriented when dealing with urgent service requests or frustrated customers. 
• Strong attention to detail and accuracy when entering information, preparing quotes, reviewing documents, and processing invoices. 
• Strong follow-through and sense of ownership over customer requests. 
• Comfortable making outbound customer calls. 
• Basic proficiency with Microsoft Office and general business software. 
• Ability to work independently and collaboratively. 
• Dependable attendance and ability to consistently work the required schedule. 

• Previous experience in customer service, service coordination, dispatch support, or service administration. 
• Experience in commercial HVAC, residential HVAC, mechanical contracting, plumbing, electrical, facilities services, or another field-service business. 
• Familiarity with HVAC terminology, equipment, parts, or service workflows. 
• Experience with service-management, CRM, ERP, or dispatch software. 
• Experience preparing service quotes. 
• Experience with customer invoicing, billing, accounts receivable, or purchase-order processing. 
• Experience ordering parts or coordinating with vendors. 
• Prior dispatch or field-service scheduling experience. 

• Makes customers feel heard, supported, and valued. 
• Builds strong, long-term relationships with commercial customers. 
• Responds promptly and follows through on commitments. 
• Accurately captures service-call information the first time. 
• Keeps customers informed throughout the service process. 
• Supports technicians and service leadership without losing focus on the customer experience. 
• Maintains accurate quote, billing, and service documentation. 
• Anticipates customer needs and follows up proactively. 
• Handles difficult situations professionally and with empathy. 
• Takes ownership of customer issues through resolution. 
• Contributes to customer retention and repeat business. 

Benefits

• Competitive pay 
• Comprehensive health insurance (including dental and vision) 
• Health Saving Account with company contribution 
• Paid Life Insurance
• 401(k) plan with company matching
• Generous paid time off    
• Paid Holidays
• Professional development assistance
• Employee discount