Service Coordinator - Commercial Roofing

The Service Coordinator plays a critical role in supporting daily service operations within the commercial roofing division. This position is responsible for coordinating service work orders, dispatching field technicians, supporting customer communication, and ensuring all service documentation and invoicing are completed accurately and on time. This role directly supports the Service Manager and contributes to operational efficiency, customer satisfaction, and service-driven revenue growth.

KEY RESPONSIBILITIES

Scheduling & Dispatch

• Schedule and dispatch service technicians across the DFW and Houston markets based on priority, location, and crew availability
• Coordinate daily routes and mobilization plans to maximize efficiency and minimize drive time
• Monitor technician progress throughout the day and adjust schedules as needed for weather, emergencies, or shifting priorities
• Ensure all work orders are properly assigned, tracked, and completed

Work Order Management & Documentation

• Ensure 100% compliance on work order completion within the CRM system (CenterPoint Connect or similar)
• Verify all required documentation is completed, including before/after photos, detailed scope notes, materials used, and labor tracking
• Review submitted work orders for accuracy and completeness prior to close-out
• Maintain organized digital records of work orders, service history, customer records, and warranties

Invoicing & Close-Out

• Coordinate with the Service Manager to ensure all completed work orders are invoiced within 24-48 hours of job completion
• Track open work orders and ensure timely progression from completion to billing
• Assist with invoice review and customer follow-up as needed
• Support collections communication when required

Customer Communication

• Serve as the primary point of contact for incoming service requests via calls, emails, and portal submissions
• Provide professional, timely communication to customers regarding scheduling, updates, and completion status
• Maintain strong client relationships through consistent follow-up and service support
• Assist in identifying service opportunities and supporting service-driven sales initiatives

Operational Support

• Maintain real-time visibility of field operations and technician locations
• Support internal reporting on service KPIs including response time, close-out time, and ticket volume
• Collaborate with the Service Manager to continuously improve workflows and operational efficiency
• Support onboarding of new field employees by coordinating equipment, paperwork, and scheduling
• -Drives business growth by actively sourcing commercial service bids, conducting thorough site assessments, and preparing detailed scopes of work and estimate packages for Service Manager approval

QUALIFICATIONS

Required

• 2-5 years of experience in service coordination, dispatch, or administrative operations
• Experience in commercial roofing, construction, or trades services strongly preferred
• Strong organizational and multitasking skills in a fast-paced environment
• Excellent written and verbal communication and customer service skills
• Experience with CRM systems (CenterPoint Connect or similar field service platform)
• Proficiency in Microsoft Office (Excel, Outlook, Word)

Preferred

• Familiarity with work order workflows, job costing, and field crew coordination
• Experience supporting invoicing or billing processes
• Bilingual (English/Spanish) a plus

CORE COMPETENCIES

• Organization & time management
• Communication & professionalism
• Attention to detail
• Problem-solving & adaptability
• Team collaboration