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.

Customer Service & Dispatch Coordinator - (HVAC & Trades)