Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan – Remote, EST Hours)

About the Role

• We’re hiring a Customer Service & Dispatch Coordinator to manage high-volume customer communication, scheduling, and technician dispatch for a U.S.-based home services business.
• In this role, you’ll act as the central hub between customers and field technicians , ensuring jobs are scheduled efficiently and customers stay informed every step of the way.
• If you have experience in HVAC, plumbing, electrical dispatching, and customer service , and thrive in fast-paced environments — this role is for you.

Responsibilities

Customer Service & Communication

• Handle high-volume inbound interactions via:
• Phone
• Email
• Chat
• Serve as the primary point of contact from inquiry to job completion
• Communicate service updates, delays, and changes proactively
• Manage escalations and frustrated customers with professionalism

Dispatching & Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service jobs
• Assign technicians based on:
• Availability
• Skill set
• Location
• Maintain daily and weekly service calendars
• Monitor job progress and adjust schedules in real time
• Coordinate continuously with field technicians

CRM & Administrative Management

• Maintain accurate records in:
• ServiceTitan (or similar CRM)
• Review job notes, invoices, and service documentation
• Track operational metrics:
• Call volume
• Booking rates
• Job completion updates
• Ensure all interactions and updates are properly logged

Sales Support & Upselling

• Promote and upsell homeowner memberships or service plans
• Support revenue goals through booking optimization and retention

Collaboration & Coordination

• Work closely with:
• Customer service teams
• Dispatch teams
• Field technicians
• Improve internal workflows and communication efficiency

Requirements

• 2+ years of experience in customer service and dispatching (HVAC, plumbing, or trades)
• Hands-on experience scheduling and dispatching service technicians
• Proficiency with:
• ServiceTitan or similar field service CRM
• Strong spoken and written English communication skills
• Ability to handle high call volumes and multitask effectively
• Highly organized with strong attention to detail
• Reliable high-speed internet and professional workstation setup
• Comfortable working remote during U.S. EST hours

Nice to Have

• Experience with U.S.-based home services companies
• Familiarity with membership/service plan upselling
• Experience working with remote or offshore teams
• Exposure to customers in the Northeast U.S. market

Tools & Tech

• ServiceTitan (or similar field service CRM)
• Phone / Email / Chat systems
• Scheduling and dispatch platforms

Why Join

• Play a key role in daily operations and customer experience
• Work in a fast-paced, high-impact service environment
• Build expertise in dispatching, scheduling, and operations management
• Opportunity to grow within home services operations
• Fully remote role with structured workflows

What Success Looks Like

• High call handling and booking conversion rates
• Accurate and clean CRM/service records
• Efficient scheduling and high technician utilization
• Strong customer satisfaction and issue resolution
• Reliable execution of dispatch and communication workflows

Apply Now

• If you’re a Customer Service & Dispatch Coordinator who can manage schedules, support customers, and keep operations running smoothly , we’d love to hear from you.
• Apply now and help deliver efficient, high-quality service experiences.