Commercial Customer Service Coordinator

About the role

DWC Mechanical is looking for a customer-focused Commercial Customer Service Coordinator to act as the main point of contact for its commercial and B2B customers. The role builds strong customer relationships, handles service requests, prepares quotes and supports dispatch, scheduling, billing, invoicing, vendor coordination and material ordering. It is a full-time position in Amherst.

Key responsibilities

• Serve as the primary contact for commercial customers: answer calls, emails and service requests, build relationships and keep customers informed about scheduling, technician status, quotes and completed work.
• Log service calls in the service-management system, gather customer and site details, and route requests to the right team.
• Prepare or assist with service and repair quotes and follow up on approvals.
• Support dispatch and scheduling, including coordinating technician assignments and communicating schedule changes.
• Assist with invoicing and billing, review completed service records before billing and close out service calls.
• Order parts and materials, communicate with vendors and prepare purchase orders.
• Maintain customer, contact, equipment and billing records and support general administrative tasks for the service department.

Required profile

• High school diploma or GED.
• Preferred: customer service, service coordination, dispatch support or service administration experience.
• Preferred: experience in commercial or residential HVAC, mechanical contracting, plumbing, electrical or facilities services; familiarity with HVAC terminology and workflows.
• Preferred: experience with service-management, CRM, ERP or dispatch software, preparing quotes, invoicing, accounts receivable, purchase orders and vendor coordination.
• Dependable attendance and ability to work the required schedule.

Required skills

• Excellent verbal and written communication and professional telephone manner.
• Strong organization, attention to detail and ability to handle multiple priorities.
• Basic proficiency with Microsoft Office and general business software.

What we offer

• Pay of $20.00 - $25.00 per hour.
• Comprehensive health insurance (including dental and vision).
• Health Savings Account with company contribution.
• Paid life insurance and 401(k) plan with company matching.
• Paid time off and paid holidays.
• Professional development assistance and employee discount.