Service coordinator Jobs in Springfield, MA

Position Summary

The Service Coordinator is the frontline representative for our collaborative partner J.D. Rivet & Co., Inc. and plays a critical role in delivering exceptional customer service and operational efficiency. This position owns the first impression, manages service intake and triage, coordinates scheduling and dispatch, and ensures accurate documentation and communication from initial request through project closeout. The ideal candidate is organized, proactive, detail-oriented, and thrives in a fast-paced service environment.

Key Responsibilities

• Serve as the primary point of contact for incoming service requests via phone, email, and online platforms.
• Gather detailed information regarding roofing issues, service needs, and urgency.
• Assess and triage service calls to determine priority and appropriate response; Provide professional, solutions-oriented customer service at all times.
• Schedule service technicians based on priority, geography, availability, and skill set.
• Adjust schedules in real time to accommodate emergencies or changes.
• Communicate scheduling updates clearly to customers and field teams.
• Generate and maintain accurate work orders from initiation to completion; Ensure proper documentation of scope, photos, materials used, labor hours, and notes.
• Track job status and ensure all required documentation is completed for billing.
• Support invoicing and closeout by confirming all service details are properly recorded.
• Track company equipment and ensure proper allocation to technicians.
• Communicate with subcontractors as needed to confirm scope, schedule, and compliance requirements.
• Provide proactive communication to customers regarding scheduling, delays, and job status.
• Follow up post-service to confirm satisfaction and resolve outstanding issues.
• Facilitate job closeout including documentation verification and billing readiness.
• Maintain strong client relationships and uphold company reputation.

Qualifications

• 5+ years of experience in service coordination, dispatch, or operations (construction or roofing industry preferred).
• Strong customer service and communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency in scheduling software, CRM systems, and Microsoft Office.
• Ability to work in a fast-paced, deadline-driven environment.
• Detail-oriented with strong follow-through.

Benefits

• Benefits & Career Growth:
• 401(k)
• Health, Dental, and Vision insurance
• Paid time off (PTO)
• Retirement plan
• Opportunities for professional development and career growth
• Equal Opportunity Employer Statement:
  Ameritech Contracting & J.D. Rivet & Co., Inc. are both an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected under applicable law.