Customer Service & Dispatch Coordinator - (HVAC & Trades)

Role Summary

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

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.

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

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

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

Responsibilities

Customer Service & Communication

Requirements

• 2+ years of experience in customer service and dispatching (HVAC, plumbing, or trades)
• Hands-on experience scheduling and dispatching service technicians

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.
• Maintain daily and weekly service calendars
• Monitor job progress and adjust schedules in real time
• Coordinate continuously with field technicians
• CRM & Administrative Management

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.