Customer Service & Dispatch Coordinator - (HVAC & Trades)

Ovii's Interpretation of the Role

We need a remote Customer Service & Dispatch Coordinator to handle high‑volume inbound contacts, schedule HVAC/plumbing/electrical jobs, and keep customers and technicians informed during U.S. EST hours. The role centers on using ServiceTitan (or similar) CRM, delivering excellent communication, and supporting sales through upselling service plans.

Role Snapshot

• Manage inbound phone, email, and chat interactions
• Schedule and dispatch HVAC, plumbing, and electrical technicians
• Maintain accurate service records in ServiceTitan CRM
• Support sales by promoting homeowner memberships
• Operate fully remote on U.S. EST schedule

Must-Have Requirements

• ServiceTitan or similar field service CRM
• Strong spoken and written English
• Ability to handle high call volumes and multitask
• Highly organized with strong attention to detail
• Reliable high‑speed internet and professional workstation setup
• customer service
• dispatching
• HVAC/plumbing/electrical

Nice-to-Have Signals

• Experience with U.S.-based home services companies
• Familiarity with membership/service plan upselling
• Experience working with remote or offshore teams
• Exposure to customers in the Northeast U.S. market
• U.S. home services
• membership upselling
• remote/offshore team experience

Work Setup

• Location: Philippines
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Philippines
• Timezone: U.S. EST hours
• Employment type: Full-Time
• Shift: U.S. EST hours

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility beyond Philippines
• Education requirement
• Certifications

What You'll Likely Work On

• Handle high‑volume inbound calls, emails, and chats, serving as the primary customer touchpoint
• Communicate service updates, delays, and changes proactively and manage escalations
• Schedule and dispatch HVAC, plumbing, and electrical jobs, assigning technicians by availability, skill set, and location
• Maintain daily/weekly service calendars, monitor job progress, and adjust schedules in real time
• Keep accurate records in ServiceTitan (or similar CRM), tracking notes, invoices, and operational metrics
• Promote and upsell homeowner memberships or service plans to support revenue goals
• Collaborate with customer service, dispatch teams, and field technicians to improve workflows

Good Fit If You Have

• Thrives in fast‑paced, high‑volume environments
• Comfortable working remote while aligning with U.S. EST business hours
• Prior experience dispatching HVAC, plumbing, or electrical services
• Proactive communicator with strong attention to detail