Remote Inbound Dispatch & Customer Service Specialist (HVAC)

About the role

We are a growing HVAC service company seeking a full‑time Remote Inbound Dispatch & Customer Service Specialist. You will manage incoming customer calls, handle scheduling, and keep daily operations running smoothly while working 100% remotely.

Key responsibilities

• Answer inbound customer calls, gather accurate equipment and contact details, and address inquiries with a friendly attitude.
• Evaluate call urgency, especially after‑hours, to determine if immediate dispatch is required.
• Communicate dispatch fees, obtain customer approval, and assign appointments to the appropriate technician.
• Coordinate directly with technicians to ensure they are aware of newly dispatched jobs.
• Document every call in ServiceTitan with clear notes on outcomes and reasons.

Required profile

• Fluent written and spoken English with prior experience handling inbound calls, dispatching, or customer service in the trades.
• Hands‑on experience using ServiceTitan.
• Organized, detail‑oriented, proactive, coachable, reliable, and eager to learn.
• Strong critical‑thinking ability to assess emergencies quickly and make appropriate decisions.
• Professional communication skills to explain fees, obtain approvals, and keep technicians informed.

Required skills

• ServiceTitan