Service Coordinator - Commercial Roofing

Empire Roofing Corporation is seeking an experienced Service Coordinator to join our growing team. We specialize in commercial and industrial roofing, including TPO flat roofing systems, and are committed to delivering exceptional service while maintaining a safe, professional, and supportive work environment.

Position Highlights

• 24/7 Emergency & On-Call Roofing Service Coordination
• Commercial & Industrial Roofing
• Weather-Dependent Roofing Operations
• Coordinate emergency and routine service calls
• Fast-paced environment with opportunities for growth

Position Summary

The Service Coordinator oversees daily service operations, schedules crews, coordinates commercial and industrial roofing service projects, manages customer communications, and ensures work is completed efficiently, safely, and to the highest standards.

This role serves as the primary link between customers, field crews, suppliers, service managers, and internal departments.

The Service Coordinator will also support 24/7 emergency and on-call roofing services, including coordinating after-hours service requests. Roofing work is often weather-dependent, so the role requires flexibility in scheduling crews and communicating changes to customers.

Key Responsibilities

Service & Project Coordination

• Schedule and dispatch service crews and coordinate multiple commercial and industrial roofing projects simultaneously.
• Coordinate 24/7 emergency and on-call roofing service requests.
• Ensure crews have required materials, equipment, and manpower.
• Monitor project progress, adjust schedules as needed, and communicate updates to customers and field teams.
• Coordinate work around weather conditions and reschedule work when required.
• Maintain clear communication regarding emergency calls, schedule changes, weather delays, and project progress.

Materials & Purchase Orders

• Create and manage purchase orders.
• Coordinate with suppliers for timely delivery of roofing materials, equipment, and supplies.
• Track costs and ensure alignment with project budgets.
• Ensure materials are available for scheduled and emergency service work.

Customer Service

• Act as the main contact for customer inquiries, service requests, emergency calls, and project updates.
• Provide professional customer support for commercial and industrial roofing service needs.
• Coordinate after-hours and 24/7 emergency service requests as required.
• Resolve customer concerns and provide ongoing communication regarding schedules, weather delays, emergency response, and project progress.
• Conduct follow-ups to ensure customer satisfaction.

Operations & Administration

• Maintain accurate project schedules, work orders, purchase orders, reports, and customer records.
• Monitor service quality, identify operational issues, and ensure compliance with company safety procedures.
• Coordinate daily service operations and prioritize urgent roofing service requests.
• Collaborate with internal departments to maintain efficient workflows.
• Maintain accurate records of emergency, after-hours, and weather-related service calls.

Team Support & Continuous Improvement

• Work closely with managers, technicians, crews, suppliers, and other departments.
• Support training and onboarding of team members.
• Identify opportunities to improve scheduling, communication, efficiency, emergency response, and customer service processes.
• Participate in ongoing professional development.

Qualifications

• 3+ years of experience in service coordination, dispatch, operations coordination, project coordination, or a similar role.
• Experience in commercial and industrial roofing, construction, HVAC, transportation, plumbing, facilities maintenance, or other service-based industries is preferred.
• Roofing industry experience, particularly with commercial flat roofing and TPO systems, is an asset.
• Experience coordinating emergency or after-hours service operations is an asset.
• Strong organizational, scheduling, multitasking, customer service, communication, and problem-solving skills.
• Ability to work effectively in a fast-paced environment with changing priorities and weather-dependent schedules.
• Ability and willingness to participate in a 24/7 on-call service rotation and coordinate emergency roofing service calls outside regular business hours.
• Strong computer and administrative skills.
• Valid driver's license and ability to travel to job sites as required.

What We're Looking For

A proactive, organized, dependable, and customer-focused professional who can successfully manage multiple priorities while maintaining excellent service standards. The ideal candidate is comfortable working in a commercial and industrial roofing environment, responding to urgent service needs, and managing the scheduling challenges associated with 24/7 emergency service and weather-dependent roofing operations.

Benefits

• Competitive compensation
• Health, dental, vision, and life insurance benefits
• Career growth and advancement opportunities
• Challenging and rewarding work environment

Work Environment

• Primarily office-based
• Occasional job site travel
• Fast-paced commercial and industrial roofing service and construction environment
• 24/7 on-call service requirements, including evenings, weekends, and holidays as part of an on-call rotation
• Roofing work and scheduling may be weather-dependent
• Exposure to varying weather conditions and construction-site environments as required

Empire Roofing Corporation is an Equal Opportunity Employer and welcomes applications from all qualified candidates.