Customer Service and Dispatcher

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service and Dispatcher based in the United States.

This role is ideal for a customer-focused professional who thrives in a fast-paced, operations-driven environment. You will be the first point of contact for customers, helping turn inbound inquiries into accurately scheduled service opportunities. The position combines customer service, dispatch coordination, appointment booking, and administrative support. You will work closely with technicians and internal teams to ensure jobs are properly documented, assigned, and completed on schedule. Success requires strong communication, attention to detail, and the ability to manage high call volumes without compromising service quality. You will play a direct role in improving customer experiences and supporting the growth of home service businesses.

Accountabilities

• Answer incoming customer calls promptly and professionally, scheduling appointments through HouseCall Pro or comparable field-service platforms such as ServiceTitan or Jobber.
• Handle overflow and after-hours inquiries while maintaining a consistently helpful and professional customer experience.
• Manage customer communications through VoIP platforms such as RingCentral or AT&T Office@Hand and coordinate relevant information with internal teams.
• Follow established scripts, prompts, and booking procedures to ensure a consistent and efficient scheduling experience.
• Ask appropriate diagnostic questions related to plumbing or other home-service needs to capture accurate job information for dispatch.
• Maintain complete and accurate customer records within CRM and scheduling systems.
• Monitor and support lead activity through marketing and lead-tracking dashboards when applicable.
• Assign technicians to booked jobs promptly and coordinate schedules to support on-time arrivals.
• Help minimize cancellations and same-day rescheduling through effective communication, organization, and follow-up.
• Meet established service and operational KPIs, including response time, call-answer rates, booking conversion, technician assignment, scheduling accuracy, and call quality.
• Complete additional administrative and operational tasks as needed to support the customer service and dispatch function.

Requirements

• 2+ years of customer service experience, preferably within HVAC, plumbing, or another home-services environment.
• Familiarity with HouseCall Pro or comparable field-service scheduling and dispatch platforms such as ServiceTitan or Jobber.
• Strong written and verbal English communication skills, with the ability to communicate clearly and professionally with customers and internal teams.
• Ability to manage high call volumes, multiple priorities, and time-sensitive requests while maintaining accuracy and professionalism.
• Comfortable working with VoIP phone systems, CRM platforms, scheduling tools, and lead-tracking software.
• Strong attention to detail and organizational skills, particularly when documenting customer information and coordinating technician schedules.
• Ability to follow established processes and scripts consistently while adapting appropriately to individual customer situations.
• Prior knowledge of plumbing, HVAC, or another home-service trade is a plus.
• Experience handling customer objections, re-engagement, or win-back calls is an advantage.
• Comfortable working full-time during hours aligned with U.S. business operations.
• Reliable, service-oriented, collaborative, and capable of taking ownership in a remote working environment.

Benefits

• Compensation of up to $1,450 per month, depending on experience.
• Guaranteed annual bonus equivalent to one month of salary.
• Performance-based annual bonus of up to 1.5x one month of salary, based on quarterly performance scores.
• Comprehensive health benefits, including coverage options for dependents.
• Health, life, vision, and dental insurance.
• 16 days of paid time off (PTO).
• Fully remote working environment.
• Opportunities for professional development and ongoing growth.
• People-first culture focused on teamwork, service, collaboration, and professional excellence.
• Opportunity to directly contribute to the operational efficiency and growth of small and medium-sized home-service businesses.