Experienced HVAC & Plumbing CSR / Dispatcher | ServiceTitan Experience Required

We are a growing residential HVAC and plumbing company looking for an experienced CSR / Dispatcher to join our team on a full-time basis. This is not an entry-level customer service or general VA position. We are specifically looking for someone who already understands residential HVAC/plumbing service calls, technician scheduling, and customer communication. You should be able to step into the role with minimal training. What You'll Be Doing • Answer inbound calls from residential homeowners • Understand the customer's HVAC or plumbing issue and ask the right questions before booking • Schedule and dispatch technicians based on availability and capacity • Manage and adjust the daily technician schedule • Create and update jobs in ServiceTitan • Verify customer information and service addresses • Select the correct job type, business unit, tags, and other required information • Add clear notes for technicians • Confirm appointments with customers • Contact customers before technician arrival when required • Communicate with technicians throughout the day • Handle customer questions and concerns professionally • Track how customers found the company and correctly record marketing sources • Make outbound customer calls during slower periods when needed • Follow established SOPs and maintain accurate records What We're Looking For Required: • Previous experience as a CSR, Dispatcher, Service Coordinator, or similar role in residential HVAC, plumbing, electrical, or another home services company • Strong residential dispatching experience • Experience working directly with homeowners • Strong understanding of HVAC and/or plumbing terminology and common service issues • ServiceTitan experience strongly preferred • Excellent spoken and written English • Clear, confident, and professional phone communication • Strong attention to detail • Ability to multitask in a fast-paced environment • Ability to work independently and make good decisions • Reliable internet and a professional remote work setup ServiceTitan Experience You should be comfortable with the basics of ServiceTitan, including: • Creating and scheduling jobs • Dispatching technicians • Checking technician availability • Updating customer records • Adding job notes and tags • Verifying addresses • Managing appointment confirmations • Working with dispatch and scheduling tools Experience with other field service platforms such as Housecall Pro or FieldEdge is also valuable. HVAC / Plumbing Knowledge You don't need to be a technician, but you must understand the basics of residential HVAC and plumbing. You should be comfortable handling calls involving issues such as: • No cooling • No heating • Frozen coils or refrigerant lines • HVAC system problems • Multiple HVAC units • Plumbing leaks • Drain issues • General residential service requests You need to understand what information the technician will need before going to the customer's home. Communication Is Important Because you will be speaking directly with homeowners, clear and professional spoken English is essential. We are looking for someone who can communicate naturally and confidently with U.S. customers, understand different ways homeowners describe problems, and build trust over the phone. You should be comfortable handling both routine calls and frustrated customers without becoming overwhelmed. Who This Role Is NOT For Please don't apply if you: • Have only general call center experience • Have never worked in HVAC, plumbing, or another home services company • Have never scheduled or dispatched field technicians • Are looking for a basic virtual assistant position • Require extensive training on basic dispatching concepts We are looking for someone who already knows the fundamentals and can become productive quickly. Schedule & Compensation Full-time remote position Schedule will align with U.S. business hours. Compensation will be based on experience, with higher rates available for candidates with strong ServiceTitan, HVAC/plumbing, and residential dispatch experience. To Apply Please include the following in your proposal: How many years of HVAC/plumbing or home services experience do you have? How many years of CSR/dispatching experience do you have? Have you used ServiceTitan? If yes, what did you personally use it for? What other field service software have you used? Have you dispatched residential HVAC or plumbing technicians before? Briefly explain. How comfortable are you taking inbound calls from U.S. homeowners? Please provide your hourly rate. We will prioritize candidates who can demonstrate real residential HVAC/plumbing dispatch experience and strong ServiceTitan knowledge. We are looking for someone who can become a dependable part of our operations team, not just someone who can answer phones.