{"id":1192531,"url":"https://alion.io/job/nexcore-commercial-customer-service-coordinator","title":"Commercial Customer Service Coordinator","company":{"id":678318,"name":"NexCore","domain":"nxcus.com","url":"https://alion.io/company/nxcus","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amherst, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-23T17:22:09Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T15:13:14Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"Position Overview\n\nDWC Mechanical is seeking a customer-focused Commercial Customer Service Coordinator to serve as a primary point of contact for our commercial service customers.\nThis 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.\n\nThe 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.\n\nThe 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.\n\nExperience in commercial or residential HVAC, mechanical services, plumbing, electrical, facilities services, or a related service industry is preferred.\nResponsibilities\nCustomer Service & Relationship Management\nServe as a primary point of contact for DWC Mechanical’s commercial and B2B customers. \nAnswer incoming customer calls, emails, and service requests in a professional and timely manner. \nBuild and maintain strong customer relationships through responsive communication and consistent follow-up. \nListen carefully to customer concerns, ask appropriate questions, and work to understand the customer’s perspective and service needs. \nProvide customers with updates regarding scheduling, technician status, service progress, quotes, and completed work. \nFollow up with customers after service when appropriate to ensure satisfaction and address outstanding needs. \nProactively contact existing customers to strengthen relationships, identify service needs, and support customer retention. \nConduct outbound and cold-calling efforts to current and prospective customers as needed. \nRespond to customer questions regarding service work, pricing, invoices, and account information. \nEscalate complex issues when necessary while remaining involved through resolution. \nService Call Intake & Follow-Up\nReceive and accurately log all incoming service calls in the company’s service-management system. \nGather complete information regarding: Customer and site details \nEquipment or system concerns \nService urgency \nContact information \nBilling requirements \nPurchase order requirements \nSite access information \n\nCreate and maintain accurate service-call records. \nEnsure customer requests are properly documented and routed to the appropriate internal team. \nTrack open service requests and follow up as needed to help ensure timely resolution. \nQuotes & Customer Communication\nPrepare or assist with basic service and repair quotes. \nCommunicate quotes clearly and professionally to customers. \nFollow up on outstanding quotes and customer approvals. \nCoordinate with technicians, service leadership, or sales personnel when additional technical information is required. \nEnsure approved work is properly documented and moved forward for scheduling. \nDispatch & Scheduling Support\nProvide dispatch and scheduling support as needed. \nAssist with coordinating technician assignments based on location, skill set, availability, workload, and customer priority. \nCommunicate schedule changes or delays to customers and technicians. \nAssist with maintaining the dispatch board and help ensure service calls are routed and scheduled appropriately. \nSupport emergency or priority service requests as directed. \nWork closely with service leadership and technicians to help maintain an organized daily schedule. \nPrevious dispatch experience is a plus, but this is not primarily a dispatch role.\nBilling & Invoicing\nAssist with customer invoicing and service billing. \nReview completed service-call documentation for accuracy prior to billing. \nConfirm labor, materials, purchase orders, and customer billing information. \nAssist with closing completed service calls so invoices can be processed accurately and promptly. \nRespond to basic customer billing questions and coordinate more complex issues with accounting or service leadership. \nMaintain organized and accurate billing and service records. \nParts, Materials & Vendor Coordination\nOrder parts and materials needed for scheduled service work. \nCommunicate with vendors regarding availability, pricing, delivery, and order status. \nHelp ensure technicians have the necessary materials available prior to scheduled work. \nPrepare or assist with purchase orders as needed. \nTrack outstanding material orders and communicate delays to appropriate team members. \nAdministrative & Team Support\nMaintain accurate customer, contact, equipment, and billing information. \nAssist with updating service records and customer files. \nSupport the Service Department with general administrative responsibilities. \nMaintain organized digital and physical records as needed. \nCoordinate closely with technicians, service management, accounting, vendors, and customers. \nAssist with other service-department responsibilities as business needs require. \nQualifications\nRequired\nHigh school diploma or GED. \nStrong customer-service and relationship-building skills. \nProfessional telephone manner and ability to communicate clearly with commercial customers, technicians, vendors, and coworkers. \nExcellent verbal and written communication skills. \nStrong organizational skills and ability to manage multiple priorities. \nAbility to remain calm, professional, and solution-oriented when dealing with urgent service requests or frustrated customers. \nStrong attention to detail and accuracy when entering information, preparing quotes, reviewing documents, and processing invoices. \nStrong follow-through and sense of ownership over customer requests. \nComfortable making outbound customer calls. \nBasic proficiency with Microsoft Office and general business software. \nAbility to work independently and collaboratively. \nDependable attendance and ability to consistently work the required schedule. \nPreferred\nPrevious experience in customer service, service coordination, dispatch support, or service administration. \nExperience in commercial HVAC, residential HVAC, mechanical contracting, plumbing, electrical, facilities services, or another field-service business. \nFamiliarity with HVAC terminology, equipment, parts, or service workflows. \nExperience with service-management, CRM, ERP, or dispatch software. \nExperience preparing service quotes. \nExperience with customer invoicing, billing, accounts receivable, or purchase-order processing. \nExperience ordering parts or coordinating with vendors. \nPrior dispatch or field-service scheduling experience. \n What Success Looks Like\n\nA successful Commercial Customer Service Coordinator at DWC Mechanical:\nMakes customers feel heard, supported, and valued. \nBuilds strong, long-term relationships with commercial customers. \nResponds promptly and follows through on commitments. \nAccurately captures service-call information the first time. \nKeeps customers informed throughout the service process. \nSupports technicians and service leadership without losing focus on the customer experience. \nMaintains accurate quote, billing, and service documentation. \nAnticipates customer needs and follows up proactively. \nHandles difficult situations professionally and with empathy. \nTakes ownership of customer issues through resolution. \nContributes to customer retention and repeat business. \nBenefits\nCompetitive pay \nComprehensive health insurance (including dental and vision) \nHealth Saving Account with company contribution \nPaid Life Insurance\n401(k) plan with company matching\nGenerous paid time off \nPaid Holidays\nProfessional development assistance\nEmployee discount","description_format":"text","description_chars":7923,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Construction","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-09-24T17:22:09Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long 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