Responsibilities
- Answer inbound customer calls, messages, and service inquiries professionally and efficiently.
- Provide customers with appointment availability, service updates, and general support.
- Handle customer concerns with empathy while ensuring timely resolution or escalation when necessary.
- Monitor and respond to customer messages across communication channels, including social media platforms.
- Schedule service appointments accurately within ServiceTitan.
- Coordinate technician schedules and dispatch technicians to job sites efficiently.
- Manage appointment reschedules, cancellations, and schedule adjustments.
- Ensure technicians receive complete and accurate job information before dispatch.
- Review inbound calls and service requests to ensure all jobs are properly booked and assigned.
- Maintain accurate customer records, notes, call dispositions, and follow-up tasks.
- Monitor open service tickets and ensure nothing falls through the cracks.
- Support daily operational workflows to improve service efficiency and customer satisfaction.
- Maintain accurate documentation within ServiceTitan and internal systems.
- Assist with reporting, tracking, and operational follow-up activities.
- Support internal teams with administrative tasks related to customer service and dispatch operations.
- Ensure all customer interactions and service updates are properly recorded.
Requirements
- Previous experience in Customer Service and Dispatching roles.
- Experience working within HVAC, Plumbing, Electrical, Home Services, or Trade Services industries.
- Experience handling high-volume inbound customer calls.
- Strong understanding of scheduling and dispatch coordination processes.
- Experience managing emergency or urgent service requests.
- Proficiency with ServiceTitan.
- Strong working knowledge of Microsoft Excel and Google Sheets.
- Excellent verbal and written English communication skills.
- Strong attention to detail and organizational skills.
- Ability to multitask and prioritize effectively in a fast-paced environment.
Nice to Have
- Experience supporting U.S.-based home service businesses.
- Experience managing customer communications through social media channels.
- Additional customer service or dispatch certifications.
- Experience with CRM and service management platforms beyond ServiceTitan.
