Dispatcher

Motus S. De R.L. De C.V.; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading service company is hiring an experienced Service Dispatcher to coordinate field operations from Mexico. This remote role involves managing daily schedules, confirming job readiness, and serving as the communication hub between customers and teams. The ideal candidate should have dispatch experience in electrical, HVAC, or plumbing services, fluent English and Spanish skills, and the ability to manage a high volume of tasks. This position requires a reliable internet connection and offers competitive compensation based on experience.

Servicios

Performance-based incentives

Formación

• 2+ years of dispatch experience in relevant industries.
• Ability to manage high call/message volume and frequent schedule changes.
• Experience with field service platforms like ServiceTitan or similar.

Responsabilidades

• Build and manage daily/weekly schedules for service technicians.
• Confirm job readiness before dispatch.
• Maintain accurate job status in company systems.

Conocimientos

Dispatch experience in home services

Strong English communication

Spanish fluency

Excellent multitasking under pressure

Strong computer skills

Herramientas

CRM/dispatch boards

Google Workspace/Microsoft 365

Messaging tools (Slack/Teams)

Descripción del empleo

Role Summary

CRP is hiring a remote Service Dispatcher based in Mexico to coordinate daily field operations for electrical work (with a focus on panel upgrades and related service calls). This role owns schedule execution—assigning crews, confirming customer readiness, coordinating materials/permits status with internal teams, and keeping jobs moving efficiently across California.

Key Responsibilities

• Build and manage daily/weekly schedules for service technicians and crews across assigned territories.
• Dispatch jobs in real time, adjusting for job duration changes, cancellations, emergencies, and traffic/travel constraints.
• Confirm job readiness before dispatch (customer access, scope confirmed, required documents/permits status, materials availability).
• Coordinate same‑day changes with technicians, customers, and internal teams to minimize downtime.

Customer & Field Communication

• Serve as the primary communication hub between customers and field teams.
• Call/text/email customers to confirm appointment windows, access instructions, shutoff requirements, and safety considerations.
• Provide professional updates when ETAs change and reschedule when needed while protecting productivity and customer satisfaction.
• De‑escalate basic customer concerns and route complex issues to supervisors/PMs.

Job Readiness & Documentation Handshake

• Coordinate with permitting/compliance admin teams to verify permit status, inspection requirements, and any lender/insurance documentation needed.
• Ensure technicians have correct job details: address, contacts, scope notes, photos, equipment needs, special instructions.
• Capture and log field updates: start/stop times, job status changes, required follow-ups, return trips, and inspection scheduling needs.

Operational Tracking & Reporting

• Maintain accurate job status in company systems (CRM/field service/project management platform).
• Track KPIs such as on‑time arrival, schedule attainment, repeat visits, cancellation rate, and daily completed jobs.
• Identify bottlenecks (materials delays, permitting holds, access issues) and elevate early.

After‑Hours / Overflow Support (as needed)

• Support overflow scheduling, next‑day prep, and emergency calls based on defined coverage.

Required Qualifications

• 2+ years of dispatch experience in home services, construction trades, electrical/HVAC/plumbing, or field operations.
• Strong English communication (customers and teams in California). Spanish fluency required.
• Excellent multitasking under pressure: comfortable managing high call/message volume and frequent schedule changes.
• Strong computer skills: CRM/dispatch boards, Google Workspace/Microsoft 365, messaging tools (Slack/Teams), and spreadsheets.
• Ability to overlap with California (Pacific Time) business hours.

Preferred Qualifications

• Electrical services experience (panel upgrades a plus).
• Familiarity with job readiness dependencies (materials, permits/inspections, utility coordination).
• Experience with field service platforms (e.g., ServiceTitan, Jobber, Housecall Pro, BuildOps or similar).
• Experience supporting multi‑crew operations across multiple cities/counties.

What Success Looks Like (KPIs)

• High schedule attainment (minimal idle time, smart routing, balanced workloads).
• Strong on‑time performance and proactive customer communication.
• Lower cancellation/reschedule rates through readiness checks and confirmations.
• Clean job notes and accurate status updates for operations visibility.

Work Arrangement

• Remote (Mexico).
• Reliable high‑speed internet, headset, and quiet work environment required.
• Schedule aligned to Pacific Time with defined shifts.

Compensation

• Competitive, based on experience; performance‑based incentives available.

Nice‑to‑Have Personal Traits

• Calm, decisive, and customer‑friendly.
• Process‑driven (uses checklists, follows SOPs, documents everything).
• Strong sense of urgency without sacrificing accuracy.