Remote After Hours Dispatcher - EXP Required

Remote After\-Hours Customer Service Representative / Dispatcher (HVAC \& Plumbing)Join Our Team We are seeking an experienced **Remote After\-Hours Customer Service Representative (CSR) / Dispatcher** to provide exceptional customer service and operational support during evenings, weekends, and after\-hours. This role is critical to ensuring our customers receive prompt service while keeping our technicians productive and our dispatch board running efficiently. If you're experienced with **ServiceTitan**, thrive in a fast\-paced environment, and enjoy helping customers while coordinating field technicians, we'd love to hear from you. Schedule * Fully Remote * Evenings, weekends, and after\-hours * Must be available to work assigned shifts and respond promptly throughout your scheduled hours Responsibilities * Answer inbound customer calls and convert service inquiries into booked appointments. * Maintain a **90% or higher inbound booking rate**. * Schedule, dispatch, and manage HVAC and plumbing service calls using **ServiceTitan**. * Communicate booked call alerts and job updates in **Slack** with on\-call technicians. * Notify customers when technicians are on the way. * Monitor, manage, and adjust the dispatch board throughout your shift. * Reschedule appointments while minimizing lost revenue and maximizing technician efficiency. * Close completed jobs in ServiceTitan and verify all technician forms, notes, and documentation are complete. * Conduct post\-service customer satisfaction calls and encourage customers to leave a **5\-star review**. * Document the outcome of every customer interaction in Slack. * Use strong customer service and retention skills to prevent appointment cancellations whenever possible. * Respond promptly to online inquiries, website chats, and text messages. * Send payment reminders and assist with collections follow\-up. * Follow up on outstanding estimates to improve booking and close rates. * Assist customers with maintenance membership enrollments and renewals. * Complete the end\-of\-weekend report and submit it to management. * Make a minimum of **70 outbound calls per day** for estimate follow\-ups, memberships, customer retention, and other assigned campaigns. * Prepare Monday's dispatch board to ensure a seamless handoff to the weekday operations team. Qualifications * Previous HVAC and/or plumbing customer service or dispatch experience required. * Proficiency with **ServiceTitan** required. * Experience using **Slack** or similar team communication platforms. * Excellent communication, customer service, and conflict\-resolution skills. * Strong organizational, multitasking, and time\-management abilities. * Comfortable working independently in a fully remote environment. * Reliable, self\-motivated, and accountable. * Strong attention to detail and a positive, solution\-oriented attitude. Remote Work Requirements This is a **fully remote** position. Candidates are responsible for providing and ma