Customer Service & Dispatch Coordinator - (HVAC & Trades)

Ovii's Interpretation of the Role

We need a remote Customer Service & Dispatch Coordinator to field high‑volume calls, emails and chats, and to schedule and dispatch HVAC, plumbing and electrical technicians for a U.S. home‑services business. The role is the operational hub, requiring strong English communication, real‑time multitasking, and accurate CRM documentation. Work hours follow U.S. EST business hours.

Role Snapshot

• High‑volume inbound communications
• Real‑time technician dispatch
• CRM record maintenance (ServiceTitan or similar)
• Upsell membership/service plans
• Remote work (Kenya) on EST schedule

Must-Have Requirements

• Customer service
• Dispatch scheduling
• ServiceTitan or similar CRM
• Strong English communication
• Multitasking and prioritization in real time
• High attention to detail and documentation accuracy
• Reliable internet and professional remote setup
• HVAC/plumbing/electrical industry experience

Nice-to-Have Signals

• Experience with U.S.-based home services companies
• Membership plan upselling
• Familiarity with service agreements
• Experience working with remote/offshore teams
• Exposure to Northeast U.S. customer base
• U.S.-based home services experience
• Remote/offshore team experience
• Northeast U.S. customer base exposure

Work Setup

• Location: Kenya
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Kenya
• Timezone: EST
• Employment type: Full-Time
• Shift: U.S. Business Hours (EST)

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation

What You'll Likely Work On

• Handle inbound calls, emails, and chats with professionalism and empathy
• Schedule and dispatch HVAC, plumbing, and electrical jobs based on technician availability, skillset, and location
• Maintain accurate records in ServiceTitan or a comparable CRM, including job notes, invoices, and service documentation
• Provide proactive updates on scheduling delays, service changes, and other customer inquiries
• Identify and introduce membership or service plans to customers where appropriate
• Collaborate with the customer service, dispatch, and field‑technician teams to ensure seamless service delivery
• Track and report on call volume, booking conversion, dispatch efficiency, and CRM accuracy

Good Fit If You Have

• Thrives in fast‑paced, high‑pressure environments
• Calm, resilient and able to manage difficult customers
• Organized, detail‑driven and takes ownership of tasks