Home Improvement Dispatcher (English and or Spanish)

This is a remote position.

ROLE OVERVIEW

Home improvement and trades companies GCs roofers HVAC techs plumbers electricians run on tight schedules and callbacks. When dispatch breaks down jobs get missed customers get angry and revenue walks out the door. Thats the problem you solve.

As a Home Improvement Dispatcher you are the nerve center of your clients daily operations. You answer inbound calls from homeowners book and confirm appointments route field technicians efficiently manage schedule changes in real time and make sure the right person shows up to the right job with the right information.

This is a high-communication fast-paced role. You will represent your clients business directly to their customers by phone and sometimes text or email. Your professionalism and responsiveness directly impact their reputation and revenue.

KEY RESPONSIBILITIES

Inbound Call Handling & Appointment Booking

• Answer inbound calls from homeowners and prospects promptly and professionally
  

• Qualify for the job scope location urgency and any access requirements
  

• Book appointments in the clients scheduling system (ServiceTitan Jobber House call Pro or similar)
  

• Confirm appointments via phone text or email based on client preference
  

• Handle reschedules cancellation and no-shows without dropping the ball
  

Field Technician Scheduling & Routing

• Build and manage the daily technician schedule to maximize job density and minimize drive time
  

• Assign jobs to the right tech based on skill set location availability and job type
  

• Communicate job details customer notes and address changes to technicians in real time
  

• Monitor field progress throughout the day know where every tech is and whats next
  

• Adjust routing on the fly when jobs run over emergencies come in or techs call out
  

Customer Communication & Experience

• Send ETA updates and arrival confirmations to customers proactively
  

• Handle customer questions complaints and follow-ups professionally and calmly
  

• Escalate unresolved customer issues to the client manager dont let problems sit
  

• Maintain a warm service-oriented phone presence that reflects the clients brand
  

Admin & Documentation

• Maintain accurate job records customer notes and technician logs in the clients CRM or FSM software
  

• Update job statuses throughout the day scheduled en route on-site complete
  

• Track and flag jobs at risk of missing their window
  

• Prepare end-of-day dispatch summaries for the client as required
  

• Minimum 1 year of dispatching scheduling or coordination in a home services trades or field services environment hard requirement
  

• Experience with at least one FSM or scheduling platform: ServiceTitan Jobber House call Pro FieldEdge or similar
  

• Strong clear spoken English with a professional phone presence you will be speaking to U.S. homeowners daily
  

• Ability to manage multiple moving pieces simultaneously without losing track of any of them
  

• Calm under pressure field operations change constantly and you need to adapt without creating chaos
  

• Reliable high-speed internet headset and a quiet professional home workspace
  

• Availability during U.S. business hours on a consistent predictable schedule