Customer Service & Dispatch Coordinator (HVAC)

TL;DR

Customer Service & Dispatch Coordinator (HVAC): Managing inbound customer communication and technician scheduling for a U.S. home services company with an accent on dispatch efficiency and customer experience. Focus on coordinating HVAC/plumbing/electrical jobs, optimizing technician utilization, and maintaining CRM accuracy in ServiceTitan.

Location: Remote. Preferred location: LATAM. Must be able to work U.S. Business Hours (EST).

Company

hirify.global is a talent sourcing company providing remote staffing solutions for various industries, including U.S. home services.

What you will do

• Handle high-volume inbound calls, emails, and chats as the primary point of contact from inquiry to completion.
• Schedule and dispatch HVAC, plumbing, and electrical appointments based on technician availability, geography, and urgency.
• Monitor active jobs in real-time and communicate proactive updates regarding delays or ETA changes.
• Maintain accurate customer records, job notes, and operational KPIs within ServiceTitan.
• Support customer retention by explaining membership plans and maximizing booking conversion opportunities.
• Collaborate with dispatchers and field technicians to identify and resolve scheduling bottlenecks.

Requirements

• 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries.
• Hands-on experience using ServiceTitan or similar field service management software.
• Strong spoken and written English communication skills.
• Ability to work U.S. business hours (EST).
• Reliable high-speed internet and a professional remote setup.

Nice to have

• Experience working 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.

Culture & Benefits

• Full-time remote work arrangement.
• Opportunity to work in a fast-paced, high-volume operational environment.
• Focus on professional growth within the U.S. home services sector.

Hiring process

• Initial phone screen followed by a video interview with a hirify.global recruiter.
• Practical assessment focusing on dispatching and CRM scenarios.
• Final interview with the client.