Home Improvement Dispatcher (English and or Spanish)

This is a remote position.

ROLE OVERVIEW

Home improvement and trades companies — GCs, roofers, HVAC techs, plumbers, electricians — run on tight schedules and callbacks. When dispatch breaks down, jobs get missed, customers get angry, and revenue walks out the door. That's the problem you solve.

As a Home Improvement Dispatcher, you are the nerve center of your client's daily operations. You answer inbound calls from homeowners, book and confirm appointments, route field technicians efficiently, manage schedule changes in real time, and make sure the right person shows up to the right job with the right information.

This is a high-communication, fast-paced role. You will represent your client's business directly to their customers by phone and sometimes text or email. Your professionalism and responsiveness directly impact their reputation and revenue.

KEY RESPONSIBILITIES

Inbound Call Handling & Appointment Booking

• Answer inbound calls from homeowners and prospects promptly and professionally
  

• Qualify for the job — scope, location, urgency, and any access requirements
  

• Book appointments in the client's scheduling system (ServiceTitan, Jobber, House call Pro, or similar)
  

• Confirm appointments via phone, text, or email based on client preference
  

• Handle reschedules, cancellation, and no-shows without dropping the ball
  

Field Technician Scheduling & Routing

• Build and manage the daily technician schedule to maximize job density and minimize drive time
  

• Assign jobs to the right tech based on skill set, location, availability, and job type
  

• Communicate job details, customer notes, and address changes to technicians in real time
  

• Monitor field progress throughout the day — know where every tech is and what's next
  

• Adjust routing on the fly when jobs run over, emergencies come in, or techs call out
  

Customer Communication & Experience

• Send ETA updates and arrival confirmations to customers proactively
  

• Handle customer questions, complaints, and follow-ups professionally and calmly
  

• Escalate unresolved customer issues to the client manager — don't let problems sit
  

• Maintain a warm, service-oriented phone presence that reflects the client's brand
  

Admin & Documentation

• Maintain accurate job records, customer notes, and technician logs in the client's CRM or FSM software
  

• Update job statuses throughout the day — scheduled, en route, on-site, complete
  

• Track and flag jobs at risk of missing their window
  

• Prepare end-of-day dispatch summaries for the client as required
  

Requirements

• Minimum 1 year of dispatching, scheduling, or coordination in a home services, trades, or field services environment — hard requirement
  

• Experience with at least one FSM or scheduling platform: ServiceTitan, Jobber, House call Pro, FieldEdge, or similar
  

• Strong, clear spoken English with a professional phone presence — you will be speaking to U.S. homeowners daily
  

• Ability to manage multiple moving pieces simultaneously without losing track of any of them
  

• Calm under pressure — field operations change constantly and you need to adapt without creating chaos
  

• Reliable high-speed internet, headset, and a quiet professional home workspace
  

• Availability during U.S. business hours on a consistent, predictable schedule