About the Role
We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success.
Responsibilities
Customer Service & Communication
- Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy.
- Serve as the primary point of contact from initial customer inquiry through job completion.
- Proactively communicate service updates, delays, and changes to customers.
- Manage stressed or frustrated customers calmly while maintaining a positive customer experience.
Dispatching & Scheduling
- Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location.
- Maintain daily and weekly service calendars to ensure optimal routing and coverage.
- Monitor job progress and adjust schedules in real time as needed.
- Communicate continuously with field technicians regarding job assignments and updates.
CRM & Administrative Management
- Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar).
- Review job notes, invoices, and service documentation for accuracy and completeness.
- Track call volume, booking rates, and service metrics to support operational KPIs.
- Ensure all customer interactions and job updates are logged consistently.
Sales Support & Upselling
- Explain and upsell homeowner membership or service plans when appropriate.
- Support operational goals by maximizing booking efficiency and customer retention.
Collaboration & Coordination
- Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery.
- Support internal communication to improve workflow efficiency and customer satisfaction.
Requirements
Minimum Experience & Skills
- 2+ years of experience in customer service and dispatching within home services or trades industries.
- Hands-on experience with dispatching and scheduling service technicians.
- Proficiency with CRM and field service management tools (ServiceTitan or similar).
- Strong spoken and written English communication skills.
- Ability to multitask, prioritize, and manage competing demands effectively.
- High attention to detail and commitment to accurate documentation.
- Reliable high-speed internet with audio and video capabilities.
- Fast, reliable computer suitable for professional business use.
Ideal Experience & Skills
- Experience working with U.S.-based home services companies.
- Familiarity with membership or service plan upselling.
- Prior experience supporting remote or offshore teams.
- Exposure to customers in the Northeast U.S. market.
Key Metrics for Success (KPIs)
- Call volume handled and booking conversion rates.
- Accuracy and cleanliness of CRM and service records.
- Schedule efficiency and technician utilization.
- Customer satisfaction and issue resolution effectiveness.
How to Apply
Interested and qualified candidates should apply online through the Workable application portal at https://www.myjobmag.co.ke/apply-now/1216042. Ensure you have your CV and any relevant documents ready for upload.
