Customer Service & Dispatch Coordinator (HVAC & Trades)

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

Company

hirify.global is hiring for a fast-paced U.S.-based home services company serving HVAC, plumbing, and electrical customers.

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 and adjust schedules, ETAs, and assignments in real time.
• Maintain customer records, job notes, invoices, service documentation, and dispatch activity in ServiceTitan or a similar CRM.
• Explain membership plans, support booking conversion and retention, and help track operational KPIs.
• Coordinate with dispatchers, customer service representatives, and field technicians to identify workflow bottlenecks and improve service delivery.

Requirements

• 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 software.
• Strong spoken and written English communication skills.
• Ability to multitask under pressure, maintain accurate documentation, and manage competing priorities.
• Reliable high-speed internet, a professional remote setup, and availability during U.S. business hours (EST) are required.

Nice to have

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

Culture & Benefits

• Fully remote, full-time work.
• Fast-paced, high-volume operational environment.
• Daily collaboration between customer service, dispatch, office operations, and field technicians.
• Performance focus on booking conversion, schedule efficiency, customer satisfaction, dispatch accuracy, and issue resolution.

Hiring process

• Initial phone screen.
• Video interview with a hirify.global recruiter, followed by a practical dispatching and CRM assessment.
• Client interview, offer, and onboarding.