Customer Service & Dispatch Coordinator (HVAC & Trades)

Location: Remote; Philippines listed, with LATAM candidates preferred; U.S. business hours (EST) required

Company

hirify.global is hiring for a client operating a fast-paced U.S.-based home services business.

What you will do

• Handle high-volume inbound customer calls, emails, and chats from initial inquiry through job completion.
• Schedule and dispatch HVAC, plumbing, and electrical technicians based on availability, geography, urgency, and skill set.
• Monitor active jobs, communicate technician ETAs and delays, and adjust schedules in real time.
• Maintain customer records, job statuses, service notes, invoices, and dispatch documentation in ServiceTitan or a similar system.
• Track booking rates, call volume, scheduling efficiency, technician utilization, and customer satisfaction.
• Support membership-plan explanations, booking conversion, customer retention, and operational workflow improvements.

Requirements

• At least 2 years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services.
• Hands-on experience scheduling and dispatching field technicians.
• Experience with ServiceTitan or similar field service management and CRM software.
• Strong spoken and written English communication skills; high-volume customer calls are required.
• Strong organization, multitasking, time management, documentation, and escalation-management skills.
• Reliable high-speed internet, a professional remote work setup, and availability during U.S. business hours (EST) are required.

Nice to have

• Experience with U.S.-based home services companies or Northeast U.S. customer service environments.
• Familiarity with homeowner memberships or maintenance-plan upselling.
• Experience supporting offshore or distributed teams.
• Experience optimizing scheduling efficiency and technician utilization.

Culture & Benefits

• Fully remote opportunity with LATAM candidates preferred.
• Direct impact on customer experience and field operations.
• Hands-on exposure to HVAC, plumbing, electrical, and home-services operations.
• Clear operational KPIs and measurable performance outcomes.
• Career growth opportunities toward senior dispatch, dispatch management, customer service management, and field operations roles.

Hiring process

• Initial application followed by a required Spark Hire one-way video interview.
• Video interview with a hirify.global recruiter and a practical dispatching or CRM assessment.
• Client interview, offer, and onboarding.