Customer Service & Dispatch Coordinator (HVAC & Trades)

2+ years of experience in customer service and dispatching within home services or trades industries. Hands-on experience with dispatching and scheduling service technicians. Proficiency with CRM and field service management tools (ServiceTitan or similar). Strong spoken and written English communication skills. Ability to multitask, prioritize, and manage competing demands effectively. High attention to detail and commitment to accurate documentation. Reliable high-speed internet with audio and video capabilities. Fast, reliable computer suitable for professional business use.

Handle high-volume inbound customer interactions via phone, email, and chat. 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. Schedule and dispatch service jobs based on technician availability, skills, and geographic location. Maintain daily and weekly service calendars. Monitor job progress and adjust schedules in real time. Communicate continuously with field technicians regarding job assignments and updates. Maintain accurate and up-to-date records in the CRM system. Review job notes, invoices, and service documentation for accuracy and completeness. Track call volume, booking rates, and service metrics. Ensure all customer interactions and job updates are logged consistently. Explain and upsell homeowner membership or service plans. Support operational goals by maximizing booking efficiency and customer retention. Coordinate closely with customer service, dispatch, and field teams. Support internal communication to improve workflow efficiency.