HVAC Customer Service Coordinator

At Texas Chiller Systems, we take pride in serving our customers with excellence and supporting our employees with the same care and attention. Headquartered in San Antonio, we were built on a foundation of strong values that guide how we work, lead, and serve, always putting people first and striving to exceed expectations for our team and our customers in every interaction.

As an HVAC Customer Service Coordinator, you’ll be the hub that connects customers, technicians, and internal teams. You’ll ensure every service call runs smoothly, every customer feels taken care of, and our operations stay humming. In this role, you’ll build relationships that matter while helping our team deliver exceptional results every day.

Duties/Responsibilities:

• Coordinates and dispatches service technicians for HVAC, chiller, plumbing, and refrigeration service calls, preventive maintenance, and emergency requests while maximizing route efficiency and technician productivity.
• Serves as the primary point of contact for customers by receiving service requests, accurately identifying service needs (cooling, mechanical, plumbing, or refrigeration), and ensuring timely communication and follow-up.
• Prioritizes and schedules work based on urgency, system criticality (e.g., process cooling, leaks, refrigeration failures), contractual obligations, and operational needs.
• Maintains clear communication with technicians regarding job scope, site conditions, required materials, and customer expectations across all service lines.
• Monitors job progress throughout the day and proactively addresses scheduling conflicts, delays, emergency calls, and customer concerns.
• Coordinates emergency response for critical failures including chiller outages, refrigeration loss, and plumbing leaks or system failures.
• Updates and manages service tickets, work orders, and system data (COINS or equivalent system) to ensure accuracy, billing readiness, and operational visibility.
• Partners with service managers across HVAC, plumbing, and refrigeration departments to align on workload distribution and technician utilization.
• Builds strong customer relationships by demonstrating professionalism, urgency, and a commitment to service excellence.
• Supports after-hours or on-call scheduling rotation as needed to ensure continuous service coverage.
• Maintains organized records of customer interactions, service history, and technician notes.

Required Skills:

• Strong scheduling and coordination across multiple service lines
• Ability to manage high call volume and prioritize emergency vs routine work
• Effective communication between field technicians, customers, and internal teams
• Problem-solving and decision-making skills
• Attention to detail in documentation and data entry
• Time management and prioritization
• Customer relationship management

Preferred Skills:

Basic understanding of:

• HVAC systems and chillers
• Commercial plumbing systems (leaks, fixtures, piping, drainage)
• Refrigeration systems (walk-ins, freezers, critical cooling)
• Experience dispatching union technicians or working in a union environment
• Experience supporting billing processes, invoicing, or job closeout
• Knowledge of San Antonio and surrounding service areas
• Experience supporting emergency and after-hours service operations

Qualifications:

• High school diploma or GED preferred
• 2+ years of dispatching, scheduling, or customer service experience (mechanical, HVAC, plumbing, or refrigeration industry preferred)
• Experience working in a fast-paced service environment with multiple trades
• Familiarity with dispatching or ERP systems (COINS or similar preferred)
• Strong organizational and multitasking skills
• Professional communication skills (verbal and written)
• Ability to remain composed under pressure and manage competing priorities
• Demonstrates strong business ethics and customer-first mindset

Why Work With Us?
Join a team where your work matters. We offer growth opportunities, a supportive environment, and a competitive pay and benefits package designed to take care of you and your future.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  These statements are not to be translated as an exhaustive list of all responsibilities, duties, and skills required of personnel in this position.  All team members may be required to perform duties outside of their normal responsibilities from time to time as needed.

Texas Chiller Systems is an equal opportunity employer that is committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.