Service Coordinator VA (HVAC)

Job Summary

We are looking for a reliable and well-spoken Service Coordinator to be the first point of contact for our customers. In this role, you will answer inbound calls, ask the right questions to understand each customer’s needs, and either resolve inquiries directly or schedule and dispatch our field team through our CRM system. The ideal candidate has hands-on experience with ServiceFusion, excellent spoken English, and a calm, customer-first approach to every call.

Key Responsibilities

• Answer all inbound customer calls promptly and professionally, ensuring no call goes unanswered
• Triage and filter incoming calls by asking structured questions to identify the customer’s issue
• Determine whether an issue can be resolved over the phone or requires an on-site visit
• Schedule and dispatch field technicians through ServiceFusion
• Create and manage jobs, work orders, and appointments in the CRM
• Upload and process purchase orders in ServiceFusion
• Prepare and process customer invoices through ServiceFusion
• Handle service, repair, and warranty inquiries with professionalism and accuracy
• Maintain clear and accurate records of all customer interactions
• Communicate with the internal team via Microsoft Teams throughout the day

Mandatory Skills

• Hands-on experience using ServiceFusion CRM (scheduling, dispatching, work orders)
• Excellent spoken English with a clear, professional phone manner
• Prior experience in a phone-based customer service or dispatch role
• Strong attention to detail when logging calls, jobs, and customer information
• Ability to follow structured call scripts and triage questions
• Reliable, detail-oriented, and able to work independently
• Strong communication skills, both verbal and written

Preferred Skills

• Experience coordinating or dispatching field technicians or mobile teams
• Familiarity with VoIP phone systems such as RingCentral
• Experience with Microsoft Teams and the Microsoft ecosystem
• Background handling service, repair, or warranty-related customer inquiries
• Ability to manage multiple tasks and priorities simultaneously

Why Join Us

You’ll join a growing business that is actively expanding, meaning your role will grow in importance and scope over time. We value people who take ownership of their work, and you’ll be trusted to represent the company directly with customers. This is a stable, long-term opportunity with clear processes, direct access to leadership, and room to take on more responsibility as the business scales.

Work Schedule

8am-4pm Mountain Time (CA, Alberta)