Customer Service & Dispatch Coordinator (HVAC & Home Services)

Location: Remote from Mexico, Colombia, Argentina, Costa Rica, or Jamaica; U.S. EST business hours required

Company

hirify.global is recruiting for a client operating a U.S.-based HVAC, plumbing, electrical, and home services business.

What you will do

• Handle high-volume customer calls, emails, and chats throughout the service process.
• Book, schedule, and dispatch HVAC, plumbing, electrical, and other field service appointments.
• Assign jobs based on technician availability, skills, location, and service requirements.
• Monitor active jobs and adjust routes and schedules for emergencies, cancellations, delays, and other changes.
• Maintain customer records, job notes, appointments, invoices, and dispatch statuses in ServiceTitan or a similar CRM.
• Track booking, dispatch, technician utilization, customer satisfaction, and service completion metrics while coordinating with technicians and operations leadership.

Requirements

• 2+ years of customer service and dispatch experience in home services or skilled trades.
• Hands-on experience scheduling and dispatching field service technicians in HVAC, plumbing, electrical, home services, or field services.
• Experience with ServiceTitan or a similar field service management or CRM platform.
• Excellent spoken and written English communication.
• Strong scheduling, organization, multitasking, documentation, and customer de-escalation skills.
• Ability to work independently during U.S. EST business hours, with reliable high-speed internet and a professional remote-work computer.

Nice to have

• Direct ServiceTitan experience and experience with U.S.-based HVAC or home services companies.
• Experience supporting customers in the Northeast U.S. or working with U.S.-based remote teams.
• Experience with membership or maintenance plan upselling and KPI tracking.
• Experience coordinating emergency or same-day service calls.

Culture & Benefits

• Fully remote working environment.
• Direct impact on customer experience and daily field operations.
• High ownership over scheduling and dispatch execution.
• Clear performance metrics and operational responsibilities.
• Growth opportunities toward Senior Dispatcher, Dispatch Lead, Customer Service Manager, Service Operations Coordinator, or Field Service Operations Manager.

Hiring process

• Initial phone screen followed by a video interview with a hirify.global recruiter.
• Practical dispatching or ServiceTitan/CRM assessment and client interview.
• Required Spark Hire intro video covering relevant home services dispatch experience, workload, scheduling decisions, customer handling, and service plan upselling.
• Offer and onboarding.