Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan)

TL;DR

Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan): Managing high-volume customer communication, scheduling, and technician dispatch for HVAC, plumbing, and electrical service jobs with an accent on ServiceTitan-based CRM accuracy and real-time calendar coordination. Focus on handling escalations, optimizing booking and technician utilization, and keeping customers informed end-to-end during U.S. EST hours.

Location: Philippines (Remote, U.S. EST hours)

Company

hirify.global hires a remote coordinator to run customer communication and dispatch operations for a U.S.-based home services business.

What you will do

• Handle high-volume inbound customer interactions via phone, email, and chat as the primary point of contact from inquiry to job completion.
• Schedule and dispatch HVAC, plumbing, and electrical service jobs by matching technician availability, skills, and location.
• Maintain daily and weekly service calendars and adjust schedules in real time as job progress changes.
• Keep accurate records in ServiceTitan (or similar CRM), including job notes, invoices, and service documentation; track operational metrics like call volume and booking rates.
• Support revenue goals by promoting and upselling homeowner memberships or service plans through booking optimization and retention.
• Coordinate continuously with customer service teams, dispatch teams, and field technicians to improve workflow and communication efficiency.

Requirements

• 2+ years of experience in customer service and dispatching for HVAC, plumbing, or other trades, including hands-on scheduling and dispatching of service technicians.
• Proficiency with ServiceTitan or a similar field service CRM.
• Strong spoken and written English communication skills to handle high call volumes and multitask effectively.
• Highly organized with strong attention to detail; ability to manage escalations and frustrated customers professionally.
• Reliable high-speed internet and a professional workstation setup for remote work.
• Comfortable working remotely during U.S. EST hours.

Nice to have

• Experience with U.S.-based home services companies.
• Familiarity with membership/service plan upselling.
• Experience working with remote or offshore teams.
• Exposure to customers in the Northeast U.S. market.

Culture & Benefits

• Fully remote role with structured workflows.
• Fast-paced, high-impact service environment focused on daily operations and customer experience.
• Opportunity to grow within home services operations and dispatch/scheduling expertise.