Dispatcher & Customer Support Representative - 21142

somewhere; United States; Remote; USD 11,000 - 15,000; Part time

Job summary

somewhere is seeking a Service Dispatcher & Customer Support Representative to act as the central hub for scheduling and customer communication. The role requires balancing urgent service requests with technician availability while maintaining calm, professional communication under pressure.

The candidate should manage a high volume of inbound calls, gather accurate details, and work with field techs and supervisors to optimize routes and timings within a fast-paced environment.

Qualifications

• 2–5 years in dispatching or customer operations.
• Hands-on ServiceTitan experience.
• Experience with high inbound call volumes.
• Ability to work evenings and weekends.
• Strong multitasking and prioritization.

Responsibilities

• Dispatch daily schedules for field technicians.
• Prioritize and assign urgent vs routine calls.
• Coordinate scheduling with technicians and supervisors.
• Monitor progress and adjust as needed.
• Maintain accurate job details in systems.
• Provide clear updates to customers.
• Handle inbound calls professionally.
• Escalate urgent issues to supervisors.

Skills

Dispatching

Customer service

Call management

Multitasking

Real-time problem solving

Evening/weekend availability

Tools

ServiceTitan

CRM platforms

Google Workspace

MS Office

Job description

Service Dispatcher & Customer Support Representative

Search Location: Philippines, Latin America
Employment Type: Independent Contractor | Part-Time, after-hours and weekend coverage
Salary Range: $1,000 - $1,300/mo (Final offer depends on client approval and overall assessment of candidate skills and experience)
Working Hours: Monday - Friday, 6:00 PM - 9:00 PM CST | Saturday - Sunday, 8:00 AM - 5:00 PM CST
Reports To: Operations Manager

About the Client

We are a growing company specializing in commercial and residential electrical services, delivering reliable, high-quality solutions to customers across multiple markets.
Our success is built on strong coordination between our field technicians and internal team, ensuring every job is scheduled efficiently and every customer receives timely, professional service.

Overview of the Position

We are looking for a Customer Support Representative / Dispatcher to serve as a central communication and operational hub for the business.
The successful candidate must be equally strong in customer service and dispatching. This position involves handling a high volume of inbound calls, accurately gathering information from customers, assessing the urgency of each situation, and coordinating schedules with technicians and supervisors.
The ideal candidate is highly organized, able to multitask and prioritize effectively, and remains calm and professional in a fast-paced environment. They must be comfortable making real-time scheduling decisions, handling urgent service requests, and balancing customer needs with technician availability.

Specific Duties and Responsibilities

Dispatching & Scheduling

• Coordinate daily schedules for field technicians.
• Assign jobs based on location, urgency, technician availability, and required expertise.
• Prioritize service calls appropriately, distinguishing urgent situations from routine requests.
• Optimize technician routes and appointment timing to maximize efficiency.
• Coordinate scheduling decisions with technicians and supervisors.
• Handle last-minute changes, cancellations, delays, and emergency requests.
• Ensure technicians receive complete and accurate job details before arriving on-site.
• Monitor job progress and adjust schedules as circumstances change.

Operational Coordination

• Serve as the central communication hub between customers, field technicians, supervisors, and the internal team.
• Communicate site details, customer notes, schedule changes, and job updates clearly and accurately.
• Manage multiple calls, appointments, technicians, and scheduling priorities simultaneously.
• Follow up on outstanding jobs and ensure important updates are communicated promptly.
• Maintain accurate records within ServiceTitan and other internal systems.

Customer Supportand Inbound Call Management

• Handle a high volume of inbound customer calls in a timely and professional manner.
• Accurately gather and document customer, site, and service-request information.
• Ask appropriate questions to understand the customer’s concern and determine its urgency.
• Schedule service appointments and provide customers with clear, accurate updates.
• Handle customer questions, concerns, and complaints calmly and professionally.
• Set appropriate expectations regarding scheduling, technician arrival, and next steps.
• Escalate urgent or complex situations to the appropriate technician or supervisor.
• Maintain a positive customer experience, including during stressful or time-sensitive situations.

Problem Solving & Optimization

• Make sound scheduling and prioritization decisions in real time.
• Balance customer urgency, technician availability, location, and operational constraints.
• Think proactively to identify and prevent scheduling conflicts.
• Respond calmly and resourcefully when schedules or priorities change unexpectedly.
• Continuously look for opportunities to improve dispatching and scheduling efficiency.

Requirements

• 2-5 years of experience in dispatching, customer service, call-center support, or operations.
• Hands-on experience using ServiceTitan.
• Proven ability to handle both customer service and dispatching responsibilities.
• Experience handling a high volume of inbound calls.
• Strong experience managing schedules and coordinating field technicians or mobile teams.
• Ability to accurately gather information and assess the urgency of customer requests.
• Strong multitasking, prioritization, and real-time problem-solving skills.
• Calm, professional, and customer-focused communication style.
• Ability to work independently during evenings and weekends.
• Availability to work the full required U.S. Central Time schedule.
• Home-services experience- such as electrical, HVAC, plumbing, or a related field is strongly preferred.

Technical Skills

• ServiceTitan - required
• CRM and scheduling platforms
• Google Workspace and/or Microsoft Office
• Business phone and customer communication systems
• Accurate data entry and call documentation