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, schedule HVAC/plumbing/electrical jobs, and keep our CRM up‑to‑date. The role is the operational hub, balancing customer empathy with real‑time technician dispatch while meeting clear KPIs. Full‑time, EST business‑hour schedule.

Role Snapshot

• High‑volume inbound customer communication
• Real‑time dispatch & scheduling
• CRM record maintenance (ServiceTitan or similar)
• Upsell membership/service plans
• Cross‑team coordination
• Remote full‑time (EST business hours)

Must-Have Requirements

• Customer service
• Dispatching HVAC/plumbing/electrical technicians
• Scheduling and real‑time dispatch
• ServiceTitan or similar CRM
• Strong English communication (verbal + written)
• Multitasking and prioritization
• High attention to detail and documentation accuracy
• Reliable internet and professional remote setup
• Dispatching technicians
• Home services industry

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 companies
• Service agreements
• Remote/offshore team experience
• Northeast U.S. customer base
• U.S.-based home services

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Benefits
• Travel
• Security clearance

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 upsell membership plans when appropriate
• Communicate continuously with field technicians to adjust schedules in real time
• Track call volume, booking conversion, dispatch efficiency, and CRM accuracy against KPI targets
• Collaborate with customer service, dispatch, and field teams to streamline workflows and improve service delivery

Good Fit If You Have

• Thrives in fast‑paced, high‑pressure environments
• Organized, detail‑driven, and able to juggle multiple tasks without dropping the ball
• Calm, resilient, and adaptable when dealing with frustrated customers