About The Position
We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.-based home services business. This role is the operational hub of the business, handling high-volume calls, scheduling jobs, and ensuring technicians are dispatched efficiently in real time. The ideal candidate thrives in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball. In short: You ensure customers are taken care of and technicians are fully optimized.
Requirements
- 2+ years experience in customer service + dispatching
- 2+ years experience in HVAC, plumbing, electrical, or home services industry
- Hands-on experience scheduling and dispatching technicians
- Experience with ServiceTitan or similar tools
- Strong English communication (verbal + written)
- Ability to multitask and prioritize in real time
- High attention to detail and documentation accuracy
- Reliable internet and professional remote setup
Nice To Haves
- Experience with U.S.-based home services companies
- Familiarity with membership plan upselling
- Familiarity with service agreements
- Experience working with remote/offshore teams
- Exposure to Northeast U.S. customer base
Responsibilities
- Handle inbound calls, emails, and chats with professionalism and empathy
- Act as the primary point of contact from inquiry to job completion
- Provide proactive updates on scheduling, delays, and service changes
- Manage difficult or frustrated customers calmly while maintaining service quality
- Schedule and dispatch HVAC, plumbing, and electrical jobs based on technician availability, skillset, and location
- Maintain and optimize daily/weekly schedules
- Adjust dispatch plans in real time as jobs change
- Communicate continuously with field technicians
- Maintain accurate records in ServiceTitan or similar CRM/dispatch platforms
- Review job notes, invoices, and service documentation
- Ensure all interactions and updates are properly logged
- Track call volume, booking rates, and dispatch efficiency
- Introduce and explain membership/service plans
- Identify upsell opportunities where appropriate
- Support booking efficiency and customer retention
- Work closely with customer service team, dispatch team, and field technicians
- Ensure seamless service delivery across all touchpoints
- Improve workflows through clear internal communication
- Handle inbound customer calls and messages
- Communicate with technicians throughout the day
- Adjust schedules based on real-time changes
- Update CRM records and job details
- Track performance and support operational KPIs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
