Job Description: Operations & Dispatch Manager (Home Services)

Position Title: Operations & Dispatch Manager
Department: Field Operations & Client Support
Reports To: General Manager / Business Owner
Employment Type: Full-Time Independent Contractor
Location: Remote (Open to talent in Latin America or South Africa)
Working Hours: U.S. Central Standard Time (CST) Aligned

Company Overview

The client is a fast-growing garage door service, repair, and installation company based in Kentucky, operating in U.S. Central Time. The company prides itself on fast turnaround times, high-quality workmanship, and outstanding customer service.

The client is seeking a proactive, highly organized, and charismatic Operations & Dispatch Manager to serve as the critical bridge between the inbound sales team, field technicians, and homeowners.

Position Overview

This is not a robotic script-reading call center job. The client is looking for a natural communicator with a warm, outgoing personality who can build instant rapport with American homeowners while keeping field technicians organized and on schedule.

In this role, the Operations & Dispatch Manager will act as the operational engine of the business: keeping the Jobber schedule organized, dispatching technicians to jobs, backing up the primary inbound call taker, providing pricing quotes, and following up on larger repair and installation bids.

Key Responsibilities

1. Dispatch & Field Logistics Management

Schedule Optimization: Work directly in Jobber or a similar field service CRM to manage daily routing, organize appointments, and ensure technicians are deployed efficiently across service zones.
Tech & Client Bridge: Act as the primary liaison between scheduled sales/service calls and field technicians, ensuring technicians have complete job details and homeowners are updated immediately if delays occur.
Operational Troubleshooting: Handle real-time schedule adjustments, last-minute cancellations, or job overruns smoothly without allowing customer service to lapse.

2. Inbound Backup & Sales Quote Support

Inbound Call Coverage: Serve as the direct backup for the primary inbound call taker during peak call volumes or breaks.
Pricing & Bidding: Answer customer questions regarding repair and service pricing over the phone. Over time, the successful candidate will be trained to assist with bidding and quoting larger garage door replacement and installation jobs.
Consultative Communication: Go off-script when needed to listen to customer concerns, provide genuine assistance, and naturally convert inquiries into service appointments.

3. General Operations & Multitasking

Wear multiple operational hats in a fast-moving home services environment.
Maintain accurate customer records, job notes, and follow-up tasks in the CRM.
Coordinate effectively between customers, technicians, and internal team members.
Help ensure daily operations run efficiently and customer expectations are consistently managed.

Candidate Qualifications

Communication & Personality — Non-Negotiable

Flawless Spoken & Written English: Excellent, near-native English command with a clear, friendly voice and natural American conversational cadence.
High Charisma & Likeability: Warm, empathetic, and outgoing personality with the ability to calm anxious customers, build rapport quickly, and gain the respect of field technicians.
High Comprehension & Intuition: Able to "read between the lines," problem-solve on the fly, and exercise strong judgment without relying on a rigid script.
Strong Customer Service Skills: Comfortable communicating with homeowners, understanding their concerns, and providing clear and professional solutions.

Experience & Technical Skills

Home Services Experience: Prior experience in dispatching, operations, or customer service within a home services business, such as garage doors, HVAC, plumbing, roofing, electrical, or landscaping, is highly preferred.
CRM Proficiency: Hands-on experience with Jobber is a major plus. Experience with similar field service software such as ServiceTitan, Housecall Pro, or FieldEdge is also valuable.
Time Zone Alignment: Must be available to work full-time during U.S. Central Standard Time (CST) business hours.
Organizational Skills: Strong ability to prioritize multiple tasks, manage changing schedules, and remain composed in a fast-paced environment.
Problem-Solving: Demonstrated ability to make quick, practical decisions while maintaining a high level of customer service.

Operations & Dispatch Manager (Home Services)-(Remote)(LATAM/SA)- 63665908903