Customer Service & Dispatch Coordinator (HVAC & Trades)

Job Title : Customer Service & Dispatch Coordinator (HVAC & Trades)

Position Type : Full-Time, Remote

Working Hours : U.S. business hours (EST)

About the Role :

We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role.

Responsibilities :

Customer Service & Communication

• Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy.
• Serve as the primary point of contact from initial customer inquiry through job completion.
• Proactively communicate service updates, delays, and changes to customers.
• Manage stressed or frustrated customers calmly while maintaining a positive customer experience.

Dispatching & Scheduling

CRM & Administrative Management

Sales Support & Upselling

Collaboration & Coordination

What Makes You a Perfect Fit :

Required Experience & Skills (Minimum) :

Ideal Experience & Skills :

What Does a Typical Day Look Like ?

A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will :

In essence : you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity.

Key Metrics for Success (KPIs)

Interview Process :