Customer Support & Service Coordinator
Job description
About the role
Daily work focuses on managing schedules and communications to keep service operations smooth. You will support the office and clients through organized follow-up and timely updates. This position owns the coordination between customer expectations and technician execution to prevent service breakdowns. You will act as the central point ensuring that information flows clearly between clients, technicians, and management. The role requires a proactive mindset to identify issues before they escalate and to maintain consistent service quality. Success in this position is measured by high customer satisfaction and efficient resolution of incoming requests. You will contribute directly to the reliability of the service delivery model by maintaining strict standards in scheduling and communication.
Key facts
What you'll do
Inbound inquiries are captured by logging call and email details into Service Titan and assigning technicians to jobs. Customer satisfaction is confirmed after each service completion, and parts order progress is shared through ongoing conversations. Technician notes and job statuses are monitored through a shared app during routine team check-ins. Follow-up workflows are examined and basic automation or AI tools are used to streamline manual tasks. Customer intake details are verified to ensure accuracy before dispatching field resources. Scheduling conflicts are identified and resolved by coordinating with technicians and back office staff. Communication cadence is maintained to keep clients informed about arrival times and service updates. Reports on service metrics are reviewed to identify trends and support continuous improvements in the workflow.
Requirements
The posting states a bachelor's degree requirement. Candidates bring 2+ years of customer service experience in home services such as HVAC, plumbing, or electrical. Comfort with technical topics is shown by understanding basic AC terms for customer conversations. Direct experience with Service Titan or similar scheduling software is required. Fluency in speaking and writing English is necessary. Bilingual capability in Spanish is valued because many clients are bilingual. Availability aligns with Eastern Time (ET) working hours. Flexibility for seasonal workload spikes, including weekends and holidays during extreme weather, is needed. Organization and calmness are maintained during high call volume.
Nice to have
None stated.
Skills & tools
None stated.
Practical notes
This role is remote from Mexico with occasional weekend and holiday work during peak seasons.
Typical interview steps
Data interviews commonly include a SQL or coding exercise, a statistics question, and a case study. Candidates may be asked to design a metric, interpret an experiment, or build a small model. Some companies give a take-home analysis. Expect questions about past projects and the business impact of your work. Interviewers often evaluate how you communicate uncertainty and business impact, not only the math. Bringing a clean write-up of a past analysis to the interview is well received.
Good to know
The role coordinates between customers, technicians, and management using digital tools.
Work relies on scheduling software and automation to keep teams aligned.
The position offers stability within a growing owner-operated business.
Questions to ask
Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.
Career growth
Data careers grow toward senior analyst, staff data scientist, or data engineering lead. Many professionals specialize in machine learning, analytics, or infrastructure. Cross-functional work with product and engineering teams becomes more important at senior levels. The field changes quickly, so continuous learning is part of the job. Professionals who can translate numbers into decisions tend to advance fastest.
About the company
Our client is a leading Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security.