About the job
Join our dynamic team as a Customer Service & Dispatch Coordinator specializing in HVAC and trades services. This full-time, remote role involves supporting the daily operations of a U.S.-based home services business that focuses on efficient scheduling and dispatching of service jobs. You will play a crucial role in managing high volumes of customer interactions and ensuring seamless communication between customers and field technicians.
Key Responsibilities:
- Customer Service Excellence: Manage high-volume inbound communications via phone, email, and chat with professionalism and empathy. Act as the main point of contact from initial inquiry through job completion, providing timely updates and effectively handling customer concerns.
- Dispatching & Scheduling: Efficiently schedule and dispatch HVAC, plumbing, and electrical jobs based on technician availability and skills. Maintain service calendars for optimal routing and coverage, adjusting schedules in real time as required.
- CRM Management: Keep accurate records in the CRM system (ServiceTitan or similar), ensuring all customer interactions and job details are documented consistently.
- Sales Support: Proactively upsell service plans and memberships to enhance customer retention and operational goals.
- Collaboration: Work closely with customer service, dispatch, and field teams to ensure exceptional service delivery and improve internal communication strategies.

