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.