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
- 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.
Originally posted on Himalayas