Dispatcher & Customer Support Representative - 19518

Service Dispatcher & Customer Support Representative

Location: Remote (Philippines Preferred)

Employment Type: Full-Time

Schedule: U.S. Hours (Weekend Availability Required)

Reports To: Operations Manager

About the Role

We are looking for a Customer Support Representative / Dispatcher to serve as the operational hub of the business.

This is a dispatcher-first role , focused on coordinating technicians, managing schedules, and ensuring jobs are executed efficiently. In addition, you will support customer communication—especially during weekends and after-hours.

The ideal candidate is highly organized, thrives under pressure, and can think critically to solve scheduling challenges in real time.

What You’ll Do

Dispatching & Scheduling (Primary Responsibility)

• Coordinate daily schedules for field technicians

• Assign jobs based on location, urgency, and technician availability

• Optimize routes and timing to maximize efficiency

• Handle last-minute changes, cancellations, and urgent requests

• Ensure technicians have all necessary job details before arrival

Operational Coordination

• Act as the central communication hub between field staff and internal team

• Provide technicians with site details, customer notes, and updates

• Monitor job progress and adjust schedules as needed

• Manage a high volume of moving pieces simultaneously

Customer Support (Secondary Responsibility)

• Answer incoming customer calls and inquiries

• Schedule service appointments and provide updates

• Handle customer concerns and ensure a positive experience

• Provide coverage for evenings and weekends as needed

Problem Solving & Optimization

• Make complex scheduling decisions to optimize a lean team

• Balance multiple priorities and time constraints

• Think proactively to prevent scheduling conflicts

• Continuously improve dispatching efficiency

What You Bring

Required Experience

• 2-5 years of experience in dispatching, customer support, or operations

• Experience in home services (electrical, HVAC, plumbing, etc.) preferred

• Strong experience managing schedules and coordinating field teams

• Ability to work U.S. hours with weekend availability

Mandatory Requirement

• Hands-on experience with ServiceTitan

Core Competencies

• Strong organizational and multitasking skills

• Critical thinking and problem-solving ability

• Ability to handle high-pressure, fast-paced environments

• Excellent communication skills (written and verbal)

• High attention to detail and accuracy

• Reliability and accountability

Technical Skills

• ServiceTitan (required)

• CRM and scheduling tools

• Google Workspace / Microsoft Office

• Phone and customer communication systems

Work Schedule

• Full-time, aligned with U.S. business hours

• Must be available for weekend coverage

• Flexibility for evening support when needed

Work Environment

• Fully remote role

• Fast-paced, operations-heavy environment

• High level of coordination with field technicians

• Direct collaboration with operations leadership

Who This Role is Ideal For

• Experienced dispatchers who enjoy solving complex scheduling challenges

• Candidates who thrive in fast-moving service environments

• Detail-oriented professionals who can manage multiple priorities

• Individuals comfortable balancing operations and customer support

• Those looking for a long-term, stable remote role

Why Join

• Be a key player in daily business operations

• Work closely with leadership and field teams

• Gain experience in a growing home services company

• Opportunity to make a direct impact on efficiency and customer satisfaction

Equal Opportunity

We are committed to building a diverse and inclusive team and encourage applicants from all backgrounds to apply.