Vendor Customer Service Representative

Description

About the role:

Authority HVAC provides commercial HVAC service and preventive maintenance to national retail brands across Arizona, Texas, Florida, and Colorado. We cover that footprint with roughly 70 field technicians plus a network of subcontractors handling everything our own crews can't reach.

This is a customer service role where your customers are those subcontractors.

You'll be on the phone with them daily — confirming scheduled PM visits, getting status on open jobs, chasing paperwork that hasn't arrived, and following up on the ones who've gone quiet. Most of the work is verbal, and most of it is the second, third, and fourth contact rather than the first. Vendors respond to the person who actually calls back.

The other half of the job is making sure the record reflects what you learned. Every meaningful conversation gets documented in NetSuite the same day, clearly enough that someone else can pick up the thread cold. A call that isn't written down didn't happen.

Both halves carry equal weight. Someone who's excellent on the phone but leaves no trail will struggle in this seat, and so will someone who keeps immaculate spreadsheets but won't dial out.

What you'll do

Vendor communication and follow-up

• Serve as a daily point of contact for our subcontractor network by phone and email
• Confirm scheduled visits, obtain status updates on open work, and follow up on jobs that have stalled
• Chase missing documentation until it arrives: COIs, W-9s, signed agreements, completed service paperwork, photos
• Hold vendors to committed dates, and keep following up when they don't respond the first time
• Build working relationships with recurring subs so your calls get returned
• Escalate vendors who are consistently unresponsive or underperforming to the Vendor Manager

Sourcing and vetting new subcontractors

• Research and identify prospective subcontractors in markets where we need coverage or a backup
• Screen candidates before we engage them: active licensing, insurance limits, service capabilities, equipment they're qualified on, geographic radius, and rate expectations
• Verify credentials independently rather than taking a vendor's word for it — license status, insurance certificates, and business standing
• Walk new subcontractors through our onboarding requirements and collect a complete document package before their first assignment
• Maintain a bench of vetted alternates in our key markets so we aren't sourcing under pressure when a vendor falls through

Preventive maintenance follow-up

• Track PM visits across client programs and verify completion against schedule
• Follow up on incomplete or missed visits and get them rescheduled
• Chase the deliverables required to close out a PM: checklists, findings, recommended repairs
• Flag recurring problems with specific sites or vendors

NetSuite documentation

• Enter clear, complete notes on work orders and vendor records after every meaningful contact — this is a core function, not cleanup you do on Friday
• Update work order status, dates, and vendor assignments so the system stays current
• Maintain vendor records as insurance, contacts, coverage areas, and rates change
• Hold to documentation standards consistently

Vendor data and reporting

• Reconcile lists from multiple sources — client site rosters, PM schedules, subcontractor coverage maps — and flag discrepancies rather than guessing
• Deduplicate and standardize site names, addresses, and equipment records across hundreds of locations
• Build and update recurring Excel reports on vendor coverage, compliance status, and open items
• Document repeatable procedures as you learn them

What we're looking for

Required

• 2+ years in customer service, dispatch, vendor coordination, or service administration involving daily outbound phone contact
• Genuinely comfortable making outbound calls and following up repeatedly without being reminded
• Professional but firm — able to press a vendor for a commitment and hold them to it without damaging the relationship
• Disciplined note-taker who documents as they go rather than reconstructing from memory later
• Working Excel skills: sorting, filtering, VLOOKUP or XLOOKUP, pivot tables — and able to explain what you did
• Strong written communication; you'll send follow-up emails with little supervision
• Resourceful at online research — able to locate and qualify contractors in a market you've never worked in
• Comfortable saying "these two records don't match and I don't know which is right" instead of picking one

Preferred

• Vendor, subcontractor, or supplier coordination experience, especially with trade contractors
• Background in HVAC, plumbing, electrical, construction, or facilities services
• Experience in an ERP or field service platform (NetSuite, ServiceTitan, BuildOps, ServiceTrade, or similar)
• Familiarity with insurance and compliance documentation — COIs, additional insured endorsements, W-9s
• Exposure to client work order portals (ServiceChannel, Corrigo, FM Pilot, etc.)