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C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.
PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH
JOB TITLE | HVAC Dispatcher & Operations Coordinator |
JOB ID | CLAGOL1 |
INDUSTRY | HVAC (Heating, Ventilation, and Air Conditioning) and Home Services |
LOCATION | LATAM |
JOB STATUS | Full Time |
WORK SCHEDULE | Monday to Friday, 8:00am to 17:00pm (EST) |
SALARY | $7 to $9 per hour |
TARGET START DATE | ASAP |
ROLE OVERVIEW |
About the Client:
Our client is one of the Tampa Bay area's most trusted, rapidly growing heating and cooling companies, proudly serving nearly 10,000 active commercial and residential customers across Pasco, Pinellas, and Hillsborough counties. Built on the pillars of 100% transparency, quality, and reliability, they are dedicated to making home comfort simple and efficient. They strongly believe in investing in their team, upholding a culture of high standards, and giving back to the local community through active local food drives and charity partnerships.
About the Role:
This is a high-impact, career-oriented remote role designed for a professional based in Latin America who wants to move away from rigid call-center environments and become the foundational backbone of a thriving US-based home services business. As a Dispatcher & Customer Experience Specialist, you will take complete ownership of front-office operations and deliver what we call "Legendary, White-Glove Service"—remaining calm, helpful, and professional at all times.
The role is uniquely dynamic and adapts to seasonal flows. During the hot Florida spring and summer months, you will thrive in a fast-paced environment managing high call volumes, de-escalating stressed customers, and optimizing technician schedules. During the slower winter months, you will pivot into a strategic partner—using downtime to proactively improve internal processes, clean up database integrity, and find new efficiencies to ensure the company is optimized for the next peak season.
Key Responsibilities
- Call Management & Customer Service: Answer all incoming customer inquiries professionally, handle scheduling requests, and manage customer follow-ups and basic billing questions. Maintain a calm, empathetic head when dealing with frustrated or uncomfortable customers, focusing on immediate problem-solving.
- Smart Dispatching & Logistics: Efficiently coordinate with field technicians, manage daily job flow, and ensure the right technician is dispatched to the right place at the right time.
- CRM & System Management: Utilize HouseCall Pro and Podium to log calls, text clients, update customer profiles, schedule jobs, and maintain pristine data integrity and situational awareness.
- Daily Administrative Maintenance: Review the schedule board daily (at the end of the day or the following morning) to ensure jobs are closed out cleanly, invoices are sent out promptly, and parts requests from the service department are tracked.
- Basic Accounts Receivable: Proactively reach out to customers to follow up on and collect small, outstanding balances (e.g., $90 maintenance or service call fees) to keep company records and accounts current.
- Proactive Downtime Management: During the slower winter season, transition from reactive call-handling to proactive business optimization—bringing fresh ideas to restructure processes, clean up databases, and prepare the company for the next peak season.
Qualifications & Skills
- Experience: 3 to 5+ years of experience as a dispatcher, receptionist, or customer service representative, within the home services industry would be beneficial (HVAC, plumbing, electrical, etc.).
- Language Fluency: Native or near-native English fluency with a clear, professional phone presence, alongside fluent Spanish speaking skills.
- Technical Skill: Direct, hands-on experience using HouseCall Pro (or highly similar home services software like ServiceTitan).
- Proactive Mindset: An autonomous self-starter who does not require constant micromanagement and actively looks for ways to add value when the phones are quiet.
- Stability & Loyalty: A professional looking for a long-term commitment (1+ years minimum) who values stability and wants to grow alongside a thriving US-based business.
- Infrastructure: A rock-solid, high-speed internet connection, a quiet remote work environment, and a reliable power setup.
Software Stack
- Google Workspace (Business Apps)
- HouseCall Pro (CRM & Dispatching)
- Podium (Phone, Communication & Texting Platform)
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