CSR/DISPATCH REPRESENTATIVE

Type of contract: Full-Time (Independent Contractor)
Type of job: Remote
Working Hours: After-hours coverage (Evenings, Weekends, and Holidays as assigned)

About the Company: The client operates in the plumbing, heating, ventilation, air-conditioning (HVAC), and electrical services industry

Key Responsibilities:

Customer Service

Answer inbound after-hours calls from residential customers.
Listen attentively and identify issues such as no heat, water leaks, or electrical outages.
Book appointments and document details accurately in our Service Titan CRM.
Deliver a calm, empathetic experience to customers who may be dealing with stressful situations.
Represent the client's brand with professionalism and a positive, service-oriented attitude.

Dispatch

Screen each call to determine if it qualifies as an emergency, using clear company criteria:
Club Members (loyalty program customers).
Warranty calls within 2 years of service.
Dispatch the appropriate on-call technician (plumber, HVAC tech, or electrician).
Coordinate jobs up to approximately 10:00 PM ET — emergencies beyond this time are logged for next-day follow-up.
Dispatching is a simple CRM process (a few clicks, not complex routing).

Minimum Requirements:

Required:

Previous customer service or call center experience.
Excellent phone, listening, and communication skills.
Calm under pressure and able to deliver empathy and assurance.
Strong attention to detail and ability to follow process-driven workflows.
Must have your own laptop/desktop and reliable high-speed internet.
Quiet, professional workspace suitable for handling customer calls.

Preferred (Nice to Have):

Experience using Service Titan or other CRM systems.
Baseline understanding of home systems (e.g., plumbing fixtures, heating/cooling equipment, or electrical basics).

Work Schedule: This is an after-hours role that primarily covers evenings and weekends.
The typical schedule is:
Monday–Thursday: 4:30 PM – 10:00 PM ET
Friday: 3:00 PM – 10:00 PM ET
Saturday: 7:00 AM – 5:00 PM ET

Candidates should be comfortable with a flexible, after-hours schedule aligned with U.S. Eastern Time.

CSR/Dispatch - 21618