Home Services - Customer Service Rep/Dispatcher

Customer Service Representative / Dispatcher

Company: Coastal Power & Gas
Industry: Home Services – Generator, Electrical & Gas
Position: Full-Time CSR / Dispatcher
Work Location: Remote – Philippines
Schedule: U.S. Central Time business hours

About the Role

Coastal Power & Gas is seeking a highly organized, professional, and customer-focused Customer Service Representative / Dispatcher to join our team.

This position will serve as one of the primary points of contact between our company and our customers. You will be responsible for answering incoming calls, understanding the customer's needs, booking appointments, scheduling and dispatching technicians, and accurately documenting all customer interactions within ServiceTitan.

This is not simply a call-answering position. We are looking for someone who can create an excellent customer experience, confidently guide conversations, and turn qualified incoming calls into booked appointments.

Primary Responsibilities

• Answer inbound customer calls promptly and professionally.
• Provide a friendly, confident, and helpful experience on every call.
• Identify the customer's needs by asking appropriate questions and actively listening.
• Convert qualified incoming calls into booked service appointments.
• Schedule customers based on technician availability, location, skill set, and urgency.
• Dispatch technicians and communicate schedule changes throughout the day.
• Create and update customer profiles, jobs, appointments, notes, and other information within ServiceTitan.
• Properly categorize and document every customer interaction.
• Communicate service fees, appointment expectations, arrival windows, and company policies clearly.
• Handle common customer questions and concerns without unnecessarily escalating calls.
• Recognize urgent or emergency situations and prioritize them appropriately.
• Contact customers regarding scheduling changes, technician delays, confirmations, and other appointment-related matters.
• Follow up on missed calls, abandoned calls, web inquiries, and other incoming leads when required.
• Maintain an organized dispatch board and help maximize technician utilization.
• Communicate effectively with technicians and management through the company's internal communication systems.
• Maintain accurate records so another team member can immediately understand the status of a customer or job.
• Protect customer information and maintain confidentiality at all times.

Customer Experience Expectations

Our goal is not simply to answer the phone. Our goal is to provide a WOW customer experience.

The right person should be able to make customers feel heard, understood, and confident that they called the right company.

You should be comfortable using ethical persuasion and professional communication to overcome common booking objections such as:

• “I need to think about it.”
• “I'm going to call around first.”
• “Why is there a service/diagnostic fee?”
• “Can someone just give me a price over the phone?”
• “I'll call back later.”

You will receive training on our services, pricing structure, call scripts, and booking process. We expect you to learn these systems and continuously improve your booking ability.

Qualifications

Required

• Excellent spoken and written English.
• Clear, easily understandable speaking voice.
• Strong phone communication skills.
• Friendly, positive, and professional personality.
• Strong listening and comprehension skills.
• Comfortable speaking with U.S.-based customers.
• Ability to confidently ask customers to book an appointment.
• Strong attention to detail and accurate data entry.
• Ability to multitask between phone calls, CRM entries, scheduling, and internal communication.
• Reliable high-speed internet connection.
• Quiet and professional work environment.
• Reliable computer and headset suitable for full-time phone work.
• Ability to reliably work scheduled U.S. Central Time hours.

Preferred

• Previous experience working for a U.S.-based home service company.
• Previous CSR, dispatcher, appointment-setting, or call-center experience.
• ServiceTitan experience is strongly preferred.
• Experience in HVAC, plumbing, electrical, generators, roofing, pest control, or another home-service industry.
• Experience handling both customer service and sales-oriented calls.
• Familiarity with dispatch boards and technician scheduling.

What Success Looks Like

Performance in this position will be measured by more than the number of calls answered. We care about the quality and outcome of those calls.

Key performance indicators may include:

• Call answer rate
• Booking/conversion rate
• Missed and abandoned call recovery
• Accuracy of ServiceTitan documentation
• Proper call categorization
• Schedule accuracy
• Technician utilization
• Customer satisfaction
• Call quality and professionalism
• Attendance and schedule reliability

Call recordings may be reviewed periodically for coaching, training, and quality assurance.

Technology & Remote Work Requirements

Because this is a remote position supporting a U.S.-based company, reliability is extremely important.

Candidates should have:

• Stable primary internet connection
• Backup internet option or mobile hotspot
• Reliable computer capable of running ServiceTitan and communication applications
• Quality noise-canceling headset
• Quiet workspace without significant background noise
• Reliable power and a backup plan for local internet or power interruptions whenever possible

Who We Are Looking For

We want someone who takes ownership.

If a customer calls, we do not want them to feel like they reached a call center thousands of miles away. We want them to feel like they reached Coastal Power & Gas.

The ideal candidate is warm, organized, persuasive, dependable, coachable, and comfortable taking responsibility for the customer experience.

You should naturally think:

“How can I take care of this customer and get them to the right person as quickly as possible?”

rather than simply:

“How quickly can I finish this call?”

We are looking for someone who wants to become an important long-term member of our team and grow with the company.