Job Description

Commercial Customer Service Coordinator

Department: Admin

Employment Type: Full Time

Location: Amherst, NY

Compensation: $20.00 - $25.00 / hour

Description

Position Overview

DWC Mechanical is seeking a customer-focused Commercial Customer Service Coordinator to serve as a primary point of contact for our commercial service customers.

This role is centered on building strong customer relationships, handling incoming service requests, providing timely updates, preparing quotes, and ensuring customers receive responsive, professional support from the initial call through completion of service.

The position will also provide support with dispatching, scheduling, billing, invoicing, vendor coordination, and material ordering as needed. Previous dispatch experience is helpful but not required, and DWC will cross-train the right candidate.

The ideal candidate is organized, personable, and comfortable working in a fast-paced service environment. They should be able to understand a customer’s needs, communicate clearly, show empathy, and help coordinate solutions while maintaining strong follow-through.

Experience in commercial or residential HVAC, mechanical services, plumbing, electrical, facilities services, or a related service industry is preferred.

Responsibilities

Customer Service & Relationship Management

• 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.

Service Call Intake & Follow-Up

• 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.

Quotes & Customer Communication

• 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.

Dispatch & Scheduling Support

• 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.

Previous dispatch experience is a plus, but this is not primarily a dispatch role.

Billing & Invoicing

• 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.

Parts, Materials & Vendor Coordination

• 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.

Administrative & Team Support

• 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

Required

• 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.

Preferred

• 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.

What Success Looks Like

A successful Commercial Customer Service Coordinator at DWC Mechanical:

• 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