Responsibilities
- Handle high-volume inbound interactions via: Phone
- Handle high-volume inbound interactions via: Email
- Handle high-volume inbound interactions via: 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
- Schedule and dispatch HVAC, plumbing, and electrical service jobs
- Assign technicians based on: Availability
- Assign technicians based on: Skill set
- Assign technicians based on: Location
- Maintain daily and weekly service calendars
- Monitor job progress and adjust schedules in real time
- Coordinate continuously with field technicians
- Maintain accurate records in: ServiceTitan (or similar CRM)
- Review job notes, invoices, and service documentation
- Track operational metrics: Call volume
- Track operational metrics: Booking rates
- Track operational metrics: Job completion updates
- Ensure all interactions and updates are properly logged
- Promote and upsell homeowner memberships or service plans
- Support revenue goals through booking optimization and retention
- Work closely with: Customer service teams
- Work closely with: Dispatch teams
- Work closely with: 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
Benefits
- 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
