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.

Originally posted on Himalayas