Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical)

Location: Remote from Kenya or South Africa; working hours aligned with U.S. business hours (EST)

Company

hirify.global is hiring for a U.S.-based home services business providing HVAC, plumbing, and electrical services.

What you will do

• Handle high-volume inbound calls, emails, and chats from inquiry through job completion.
• Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and location.
• Maintain and optimize daily and weekly schedules, adjusting dispatch plans in real time.
• Communicate continuously with field technicians and coordinate service updates, delays, and changes.
• Maintain accurate records in ServiceTitan or a similar CRM and track calls, bookings, dispatch efficiency, and service documentation.
• Support membership-plan explanations, appropriate upselling, customer retention, and workflow improvements.

Requirements

• 2+ years of experience in customer service and dispatching.
• Experience in HVAC, plumbing, electrical, or the home services industry.
• Hands-on experience scheduling and dispatching technicians.
• Experience with ServiceTitan or similar CRM and dispatch platforms.
• Strong English communication skills, both verbal and written.
• Ability to multitask under pressure with strong attention to detail, accurate documentation, reliable internet, and a professional remote setup.

Nice to have

• Experience with U.S.-based home services companies.
• Familiarity with membership-plan upselling and service agreements.
• Experience working with remote or offshore teams.
• Exposure to a Northeast U.S. customer base.

Culture & Benefits

• High ownership and direct operational impact.
• Fast-paced, high-pressure environment with structured workflows.
• Clear KPIs covering booking conversion, technician utilization, CRM accuracy, customer satisfaction, and resolution speed.
• Growth path toward operations management.

Hiring process

• Initial phone screen.
• Video interview with a hirify.global recruiter.
• Practical dispatching and CRM assessment, followed by a client interview.
• Offer and onboarding.