System Coordinator, Customer Service

Role Overview

• Are you highly motivated and enjoy working in a team environment with a fast-growing company? If so, this is an excellent career opportunity, and we want you to be part of our successful team.
• Trademasters offers a competitive compensation package with our benefit coverage effective on your first day with us! Trademasters Service, an award-winning federal contractor, family owned and operated with over 30 years of industry experience offering complete facility operations management, maintenance and repairs to millions of square feet of premium government buildings, commercial and residential clients.
• We provide quality and efficient services for all the following systems or needs: HVAC, plumbing, electrical, call-desk operations, steam, boilers, UPS, generators, custodial, grounds, pest control, fire control systems, elevators, gates, bollards, service calls, architectural, structural and building systems.
• Work location: Headquarters-7208 Lockport Place, Lorton, VA 22079.
• Hours: Full time. M-F, Flexibility required because schedule will vary due to rotation of customer service coverage hours between 6AM to 5PM.
• Veterans are encouraged to apply. We're a V3 Certified employer.
• No phone calls please. We will contact selected candidates. Recruiters and unsolicited services please do not contact.
• Trademasters prohibits discrimination against qualified individuals based on their veteran status, disabilities, age, ethnicity, national origin, sex (including pregnancy and sexual orientation), religion, race, color, genetic information. Equal Opportunity Employer/Veterans/Disabled.

Requirements

• Working familiarity with residential HVAC and plumbing terminology and concepts, and general mechanical system operations, is strongly preferred.
• Advanced competency in CRM systems, dispatch/field service platforms, and the Microsoft Office Suite, with the ability to quickly adapt to proprietary software.
• Excellent phone etiquette and interpersonal skills, with strong active listening abilities and the capacity to remain composed while managing competing priorities in a fast-paced environment.
• Proven ability to prioritize and manage multiple projects simultaneously, ensuring installations are scheduled and completed on time while minimizing delays and maximizing crew productivity.
• High level of administrative precision, with demonstrated success in tracking job costing, inventory, and complex project documentation with accuracy.
• Oversee and coordinate daily installation schedules for internal crews and subcontractors using field service and dispatch software, ensuring optimal routing, resource allocation, and on-time project execution.
• Manage the full permitting lifecycle, including submission and tracking of municipal building permits and inspections. Ensure all installations comply with local, state, and code requirements.
• Source and procure specialized equipment, HVAC systems, ductwork, and plumbing components. Collaborate with vendors and internal teams to guarantee materials are available on-site prior to installation start dates.
• Maintain comprehensive and organized job files, including installation progress updates, equipment specifications, warranty registrations, startup documentation, and photo records for quality assurance and compliance purposes.
• Serve as the central liaison between sales, field technicians, warehouse teams, and management to ensure seamless project handoffs and execution from contract to completion.
• Customer service general telephone support: Back-up on phones for CSR's to include scheduling and message taking.
• Act as the primary point of contact for inbound customer inquiries, including answering phone calls, emails and podium, providing professional and knowledgeable responses, qualifying leads, and scheduling sales consultations.
• Guide customers through the installation process, setting expectations for timelines, access, permitting, and next steps while maintaining a high standard of responsiveness and professionalism.
• Assist customers with financing applications, including promotional lending programs, collect deposits, and facilitate final payment processing in alignment with company policies.
• Prepare, submit, and track rebate applications for utility, manufacturer, and energy efficiency programs, ensuring accurate documentation and timely processing on behalf of the customer.
• Conduct customer satisfaction outreach ("happy calls") following project completion, coordinate resolution of punch list items, and assist with scheduling final inspections or quality control visits.

Benefits

• Cigna Health, Cigna Dental and EyeMed Vision coverage on your first day
• Company paid Life Insurance and Short-term disability
• Long-term Disability
• Health Savings Account with generous employer contributions
• Generous 401K match and vesting with Roth option
• Paid holidays (6)
• PTO
• Uniforms
• Company Vehicle