Customer Care Coordinator

Position Summary

The Customer Care Coordinator (CCC) is the first point of contact for every client — and therefore one of the most important positions in our company. Every call, text, and email is a chance to earn a client’s trust before they’ve even met a technician, so the CCC approaches each interaction with empathy and assurance, acting as the client’s advocate from first contact through scheduling and follow-up. This role makes sure clients feel heard, informed, and taken care of at every step, while working closely with the dispatch team to keep technicians productive and on-schedule in the field.

Key Responsibilities:

• Client Experience: Answer all incoming calls by the second ring using the approved company greeting, and treat every interaction — phone, text, or email — as the client’s first impression of the company. Listen with empathy, reassure clients that they’re in good hands, and act as their advocate in getting their issue resolved. Maintain a courteous, professional, and solution-oriented tone at all times, recognizing that client care takes priority over any other task and that a team member’s demeanor affects the whole office.
• Scheduling & Coordination: Schedule service, maintenance, and installation calls in ServiceTitan and work closely with the dispatch team to maximize technician efficiency and minimize windshield time, without compromising client satisfaction. Partner with the warehouse/inventory team on parts delivery so technicians have what they need to complete the job. Every effort should be made to keep the technician on the job.
• Communication & Response Time: Respond to email and text service requests within 30 minutes of arrival during business hours. Proactively notify clients of any change to their scheduled arrival window and work with them to find a rescheduled time that meets their needs.
• Customer Records & Warranty Tracking: Keep client and equipment records accurate and current in the CRM, including parts and labor warranty status and expiration dates. Send timely warranty and maintenance-renewal reminders to clients.
• Customer Retention & Outreach: Make outbound “happy calls” and post-service follow-ups to confirm satisfaction, resolve any open concerns, and support the company’s online review and maintenance-membership renewal goals.
• Administrative Support: Assist with any administrative tasks and duties as assigned.

Qualifications:

• High school diploma or equivalent required; some college or a relevant certification is a plus.
• 1+ years of customer service, call center, or dispatch experience; HVAC, electrical, or home-services industry experience preferred.
• Experience with ServiceTitan or a similar field-service/CRM platform preferred.
• Excellent verbal and written communication skills, with a calm, friendly phone presence under pressure.
• Strong organizational skills and the ability to manage a high volume of calls, texts, and scheduling changes at once.
• Comfortable working in a fast-paced, team-oriented office environment.