Customer Service & Dispatch Coordinator - (HVAC & Trades)

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

About the Role

We’re hiring aCustomer Service & Dispatch Coordinator to managehigh-volume customer communication, scheduling, and technician dispatch for a U.S.-based home services business.

In this role, you’ll act as thecentral hub between customers and field technicians, ensuring jobs are scheduled efficiently and customers stay informed every step of the way.

If you have experience inHVAC, 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 theprimary 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 dispatchHVAC, 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 upsellhomeowner memberships or service plans
• Support revenue goals throughbooking 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 incustomer service and dispatching (HVAC, plumbing, or trades)
• Hands-on experience scheduling and dispatchingservice technicians
• Proficiency with:
• ServiceTitan or similar field service CRM
• Strong spoken and writtenEnglish communication skills
• Ability to handlehigh call volumes and multitask effectively
• Highly organized with strong attention to detail
• Reliablehigh-speed internet and professional workstation setup
• Comfortable workingremote during U.S. EST hours

Nice to Have

• Experience withU.S.-based home services companies
• Familiarity withmembership/service plan upselling
• Experience working withremote or offshore teams
• Exposure to customers in theNortheast 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 indaily operations and customer experience
• Work in a fast-paced,high-impact service environment
• Build expertise indispatching, scheduling, and operations management
• Opportunity to grow withinhome services operations
• Fully remote role with structured workflows

What Success Looks Like

• Highcall handling and booking conversion rates
• Accurate and cleanCRM/service records
• Efficient scheduling andhigh technician utilization
• Strong customer satisfaction and issue resolution
• Reliable execution of dispatch and communication workflows

Apply Now

If you’re aCustomer 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.