Remote Customer Service Representative / Dispatch Coordinator

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Job Title: Remote Customer Service Representative / Dispatch Coordinator (100% Work From Home) 

Location: Remote from Latin America

Position Type: Full-time 

Salary: $1,500 USD/month base salary + commission opportunities on new sales

Schedule: Monday – Friday, 8:00 AM – 5:00 PM US Eastern Time / ET  

About Our Client

Our Client is a premier heating, ventilation, and air conditioning (HVAC) service provider operating across South Florida. Known for rapid response times, transparent service delivery, and high-reliability climate control solutions, our client serves residential and commercial property owners across high-volume service territories. Built on a culture of operational responsiveness, seamless technician dispatching, clear customer communication, and continuous field coordination, our client offers a dynamic remote environment where customer service and calendar management directly drive daily revenue and field efficiency.

Job Overview

Our Client is seeking a proactive, highly organized Remote Customer Service Representative / Dispatch Coordinator to serve as the primary operational link between inbound customers and field service technicians. Reporting directly to operations management, this team member will handle high-volume inbound calls, schedule HVAC service appointments, dispatch field technicians dynamically, and manage real-time job tracking within ServiceTitan CRM. Additionally, during quiet call windows, this position will conduct outbound lead follow-up calls to generate new sales opportunities, earning direct sales commissions.

Key Responsabilities

Inbound Customer Care, Dispatch & Calendar Management

 

• Answers inbound customer calls with a warm, professional, and reassuring phone demeanor, diagnosing immediate service requirements.

• Schedules service calls, dispatches field technicians strategically, and adjusts daily route calendars in real time to optimize field productivity.

• Maintains continuous communication with field technicians throughout the day to monitor job statuses, track arrival times, and handle route adjustments.

• Executes pre-appointment confirmation calls and post-service follow-up check-ins to ensure 100% customer satisfaction.

ServiceTitan CRM Administration & Outbound Sales Generation

 

• Creates, updates, and maintains precise customer job files, service records, equipment notes, and dispatch tags within ServiceTitan CRM.

• Conducts proactive outbound calls to prospective leads, unclosed estimates, and past maintenance customers during downtime to generate new service bookings.

• Earns additional commission incentives on successful outbound outreach that converts into completed sales orders.

• Performs operational administrative tasks, including basic data management, job status reconciliation, and daily call activity reporting.

  Qualifications, Skills, and Key Competencies   Required Qualifications

• Customer Service & Dispatch Experience: 2+ years of customer service, call handling, or dispatching experience within a fast-paced environment (prior experience in HVAC, plumbing, electrical, or home field services is strongly preferred).

• ServiceTitan & CRM Software Proficiency: Practical experience or strong aptitude for navigating field service management CRM platforms (ServiceTitan proficiency is a major advantage) alongside standard web applications.

• Dynamic Calendar & Route Management: Demonstrated ability to manage multi-technician schedules, adjust routes on the fly, and resolve daily logistical shifts smoothly.

• Outbound Sales Aptitude: High comfort conducting outbound follow-up calls to warm leads and past customers to drive appointment bookings.

• Fluent English Communication: Exceptional spoken and written English skills with a warm, clear phone voice and active listening capabilities.

• Schedule Alignment: Full availability to work standard business hours (Monday – Friday, 8:00 AM – 5:00 PM ET) without interruption.

• Remote Workspace Infrastructure: High-performance personal workstation, dedicated quiet home office environment, HD webcam, noise-canceling headset, and enterprise-grade high-speed internet connection with zero latency for phone calls.

  Preferred Qualifications  

• Direct hands-on experience utilizing ServiceTitan CRM for job creation, technician dispatching, and invoicing.

• Background working for a South Florida or US-based trade contractor (HVAC, refrigeration, electrical, or building services).

      Application Disclaimer: Please Read Before Proceeding To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.   Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.   Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
  Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.   Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.  We appreciate your interest and look forward to reviewing your application!