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

TL;DR

Customer Service & Dispatch Coordinator (Home Services): Managing inbound customer communication and field service operations for a U.S.-based home services business with an accent on real-time dispatching and CRM management. Focus on optimizing technician schedules, maintaining high-volume call accuracy, and ensuring seamless service delivery in a fast-paced environment.

Location: Must be based in Kenya or South Africa. Working hours: U.S. Business Hours (EST).

Company

hirify.global is a service provider facilitating operational support for U.S.-based home services businesses.

What you will do

• Manage high-volume inbound calls, emails, and chats from inquiry to job completion.
• Schedule and dispatch HVAC, plumbing, and electrical technicians based on availability, skill, and location.
• Optimize daily schedules and adjust dispatch plans in real time as service needs change.
• Maintain accurate records and documentation within ServiceTitan or similar CRM platforms.
• Identify and introduce membership or service plan upsell opportunities to customers.
• Collaborate with internal teams and field technicians to ensure seamless service delivery.

Requirements

• 2+ years of experience in customer service and dispatching within the home services industry (HVAC, plumbing, or electrical).
• Strong English communication skills (verbal and written).
• Hands-on experience with ServiceTitan or similar dispatch/CRM platforms.
• Ability to multitask and prioritize effectively in a high-pressure, real-time environment.
• High attention to detail and accuracy in documentation.
• Reliable internet connection and a professional remote work 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 the Northeast U.S. customer base.

Culture & Benefits

• High-ownership role with direct impact on business revenue and customer experience.
• Fast-paced, structured work environment with clear KPIs.
• Opportunity for professional growth into operations management.

Hiring process

• Initial phone screen and video interview with a recruiter.
• Practical assessment involving dispatching and CRM scenarios.
• Final client interview.