ServiceTitan Operations Coordinator

About Our Company WaterMac is a premium, fast-growing Plumbing, Heating, and Air Conditioning service provider based in northern New Jersey. We focus heavily on high-margin residential diagnostics, scheduled preventative maintenance, and flat-rate equipment replacements. We pride ourselves on systemized efficiency, rapid response times, and elite customer service. We are seeking a proactive, highly disciplined Remote Operations Coordinator to manage our front office, streamline daily logistics, and act as the digital air traffic control tower for our field technicians. Core Responsibilities Multi-Channel Lead Management & Intake: Monitor real-time lead inflows across Yelp, Angie’s List, Thumbtack, and Google Local Services Ads (LSAs). Adhere to a strict 3-minute speed-to-lead response time for all incoming digital notifications. Screen inbound calls using symptom-based technical protocols to assign correct Job Types. Strategic Dispatching & Scheduling: Manage the active ServiceTitan dispatch board dynamically to maximize technician productivity and minimize driving overhead. Implement Zone Routing Protocols to ensure field trucks avoid heavy peak traffic corridors. Communicate arrival windows or schedule adjustments proactively with waiting homeowners. Outbound Outreach & Revenue Generation: Place proactive follow-up calls to review and chase unsold service estimates. Execute structured cold/warm outreach campaigns to convert raw marketing leads into booked diagnostics. Call our existing client database to schedule recurring seasonal preventative maintenance visits. Back-Office Logistics & Technical Coordination: Communicate directly with technicians to handle real-time field requests, job adjustments, and timeline updates. Call local supply houses to verify parts inventory and build matching Purchase Orders (POs) directly within ServiceTitan. Build light diagnostic estimates using pre-configured flat-rate menu items. Execute daily accounts receivable audits. Requirements & Qualifications ServiceTitan Mastery (Mandatory): You must possess verifiable, hands-on experience navigating the office side of ServiceTitan (Booking screens, Dispatch Board, Content Center, Estimates, and Purchase Orders). US Home Services Experience: A minimum of 2+ years working remotely as a CSR, dispatcher, or office assistant for a US-based plumbing, HVAC, or electrical business. Flawless Verbal & Written English: Outstanding communication skills with a neutral accent, capable of handling fast-talking, intense residential customers with empathy and total professionalism. Technical Intuition: A solid understanding of trade terms (e.g., differentiating a gas hot air furnace from a steam boiler, spotting a main sewer line backup vs. an isolated clog, and identifying a frozen AC evaporator coil). System Requirements: A reliable, high-speed internet connection with power backup, a noise-canceling headset, and a distraction-free home office workspace. Job Details & How to Apply Position Type: Long-Term, Full-Time / Dedicated Independent Contractor Shift Schedule: 10-Hour Shifts, Monday to Friday (7:00 AM – 5:00 PM EST) Screening Process: Top candidates will undergo a live voice interview and a 3-day paid trial evaluating real-time booking and dispatching workflows. ⚠️ TO APPLY: To prove you read this complete posting and are not an automated AI bot copy-pasting a generic response, please begin the very first line of your cover letter with the exact phrase: "I am ready to run logistics for WaterMac." Applications without this exact phrase will be immediately deleted without review.