Remote Dispatcher & Inside Sales

Air 1st Heating & Cooling; México; A distancia; MXN 715.000 - 1.089.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote work

Collaborative team environment

Performance-based incentives

Growth opportunities

Descripción de la vacante

A leading HVAC company in Mexico is looking for a Dispatcher to manage inbound calls and dispatch technicians efficiently. You will be the first point of contact for customers, responsible for booking appointments and ensuring high conversion rates. Qualifications include fluency in English and experience in call centers or similar environments. This position offers full-time remote work with competitive pay and performance incentives.

Formación

• Must have excellent judgment under time pressure.
• Skilled at using calendars and CRMs.
• Reliable home office setup.

Responsabilidades

• Answer inbound calls with empathy and urgency.
• Dispatch technicians based on skill and location.
• Monitor job progress and update customers on ETAs.
• Manage estimates and follow up methodically.
• Outbound sales: contact new leads and convert to scheduled visits.
• Log notes and outcomes in the CRM throughout the job lifecycle.

Conocimientos

Fluent English

Call center experience

Proactive communication

CRM skills

Proactive problem-solving

Educación

Bachelor’s degree (Preferred)

Herramientas

VoIP softphones

Housecall Pro

Jobber

CRM software

Descripción del empleo

About Air1st HVAC

Air1st HVAC is a U.S.-based residential and light‑commercial heating and cooling company focused on fast response, clear communication, and dependable service. We’re growing and leveling up our customer experience—this role is a big part of it.

Role Overview

You’ll be the first voice our customers hear and the dispatcher for our technicians. Half of your day is inbound (answering calls, booking jobs, dispatching techs, keeping routes tight); the other half is outbound sales (calling fresh web leads, texting/emailing estimates, and booking free inspections/service calls). If you love juggling moving parts, talking to people, and turning inquiries into scheduled jobs—this is for you.

Responsibilities

• Inbound: Answer inbound calls and chats with empathy and urgency; identify needs and book appointments.
• Dispatch: Dispatch and re‑dispatch technicians based on skill, location, and route efficiency; minimize drive time and gaps.
• Job Progress: Monitor job progress in real time; update customers on ETAs, delays, and follow‑ups.
• Emergency Triage: Triage emergencies and prioritize same‑day/next‑day slots.
• Outbound Sales: Call and text new "Free Quote/Inspection" leads within minutes; qualify needs and convert to scheduled visits.
• Estimate Management: Send estimate links/templates; follow up methodically until outcome (booked / not interested / later).
• Re‑engagement: Re‑engage older quotes and unsold recommendations; aim for estimate‑to‑job conversion.
• CRM: Log all notes, outcomes, and next steps cleanly in the CRM.
• Customer Experience: Be the calm, confident point of contact throughout the job lifecycle; collect and confirm customer details, service addresses, and access instructions.
• Pipeline Management: Tag calls/leads accurately; keep pipelines, statuses, and calendars up to date.
• Process Improvement: Surface recurring issues or process gaps to the team; suggest improvements.

Success KPIs

• High booking rate from inbound calls and web leads.
• Fast speed‑to‑lead on new quote requests.
• Strong schedule utilization (tight routes, minimal idle time).
• Growing estimate‑to‑job conversion and reduced no‑shows/cancellations.
• Consistently positive customer feedback and clear, complete CRM notes.

Requirements

Must‑Have Qualifications

• Fluent English (C2‑level speaking and writing; clear, confident phone presence).
• Call center, CSR, dispatcher, or inside sales experience—ideally in home services (HVAC, plumbing, electrical) or similar.
• Skilled with calendars, CRMs, and VoIP softphones; quick to learn new tools.
• Excellent judgment under time pressure; strong memory for details; proactive communicator.
• Reliable home office: fast/stable internet, quiet environment, noise‑canceling headset, reliable power.
• Comfortable working U.S. Central Time and coordinating with U.S. customers/teams.

Nice‑to‑Have

• Spanish bilingual (highly preferred).
• Experience with home‑service platforms (e.g., ServiceTitan, Housecall Pro, Jobber) or ticketing tools.
• Familiarity with U.S. geography/time zones and common HVAC terminology.

Job Type & Hours

Full‑time • 40/48 per week.

Education & Language

• Education: Bachelor’s (Preferred).
• Languages: English (Required), Spanish (highly preferred).

Benefits

• 100% remote.
• Collaborative team, documented playbooks, and plenty of coaching.
• Competitive pay with performance‑based incentives.
• Growth path into senior dispatcher, team lead, or sales coordinator.