Customer Service Representative / Dispatcher

Job Description

Customer Service Representative / Dispatcher

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a Customer Service Representative / Dispatcher to serve as the frontline point of contact for customers while ensuring efficient scheduling and dispatch coordination for service technicians.

This is a fast-paced role that requires strong communication skills, excellent organization, and the ability to manage multiple priorities simultaneously. You will be responsible for handling inbound customer inquiries, scheduling appointments, coordinating technician dispatches, and ensuring customers receive timely updates throughout the service process.

We are looking for someone who thrives in a customer-focused environment, remains calm under pressure, and has prior experience supporting HVAC, plumbing, electrical, or home service businesses.

What You'll Be Doing

Customer Service & Client Communication

• 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.

Scheduling & Dispatch Coordination

• 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.

Service Operations Support

• 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.

Administrative & Reporting Support

• 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.

What Makes You a Strong Fit

• You are highly organized and can manage multiple service requests simultaneously.
• You communicate clearly and professionally with both customers and technicians.
• You remain calm and solution-focused during busy periods and emergency situations.
• You take ownership of issues and proactively follow through until they are resolved.
• You enjoy working in a fast-paced service environment where responsiveness matters.

Required Experience & Skills

Must-Have

• 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.

Typical Day

A typical day starts with reviewing incoming service requests, technician schedules, and open appointments. Throughout the day, you'll answer customer inquiries, coordinate dispatch schedules, manage reschedules and urgent requests, update customer records, and communicate with technicians to ensure efficient service delivery. You'll also review previous-day activities, maintain accurate documentation, and support ongoing operational needs to keep service workflows running smoothly.

KPIs / Success Metrics

• Appointment booking accuracy.
• Technician schedule utilization.
• Customer satisfaction and response times.
• Call handling efficiency.
• Dispatch accuracy and technician communication.
• Timely follow-up and task completion.
• Data accuracy within ServiceTitan and internal systems.

Interview Process

1. Initial Screening Call
2. Skills & Experience Interview
3. Client Interview
4. Offer Stage