Dynamic Customer Service & Dispatch Coordinator – HVAC, Plumbing, Electrical & Home Services – Remote, Full‑Time

About brighthush and the Home Services Landscape

brighthush is a forward‑thinking leader in the U.S. home services sector, dedicated to delivering reliable, high‑quality HVAC, plumbing, electrical, and general maintenance solutions to homeowners across the country. With a culture rooted in innovation, customer obsession, and operational excellence, brighthush empowers its teams to create seamless experiences for both customers and field technicians. As the industry evolves, we’re expanding our footprint and looking for talented individuals who thrive in fast‑paced, data‑driven environments.

About the Role

We’re seeking a highly organized, customer‑focused Customer Service & Dispatch Coordinator to become the operational hub of our U.S. home services operation. In this role, you’ll manage high‑volume inbound communication, coordinate service appointments, and ensure that technicians are dispatched efficiently—all while maintaining a superior customer experience. This is a fully remote, full‑time position that requires you to work during U.S. Eastern Standard Time business hours.

Key Responsibilities

Customer Service & Inbound Call Management

• Handle a high volume of inbound customer interactions via phone, email, and chat.
• Respond professionally and empathetically to service inquiries, capturing accurate service details.
• Serve as the primary point of contact throughout the service process, from initial inquiry to job completion.
• Communicate appointment confirmations, technician updates, delays, and schedule changes in a timely manner.
• De‑escalate stressed or frustrated customers with calm, professional communication.
• Follow up to ensure all issues are fully resolved and customers are satisfied.

HVAC & Trades Dispatching

• Schedule and dispatch service calls across HVAC, plumbing, electrical, and other skilled trades.
• Assign jobs based on technician availability, skill set, location, and service requirements.
• Maintain accurate daily and weekly dispatch calendars, monitoring technician schedules and active jobs throughout the day.
• Adjust routes and appointments in real time when emergencies, cancellations, or delays occur.
• Communicate job details and updates directly with field technicians to maximize utilization while preserving a strong customer experience.

Scheduling & Appointment Coordination

• Convert customer inquiries into accurately booked service appointments.
• Coordinate appointment windows based on customer and technician availability.
• Manage cancellations and rescheduling, ensuring no conflicts arise.
• Prioritize urgent service requests appropriately and keep customers informed of any changes.
• Guarantee that no service request or customer follow‑up falls through the cracks.

CRM & Service Records Management

• Maintain accurate customer and job information within brighthush or similar field service management platforms.
• Create and update customer records, log calls, and record detailed job notes.
• Update job and dispatch statuses, review service documentation for accuracy, and verify invoices for completeness.
• Keep CRM and service data clean, current, and organized to support operational visibility.

Membership & Service Plan Support

• Explain homeowner memberships or service plans when appropriate.
• Identify opportunities to introduce relevant service plan benefits.
• Support membership enrollment and customer retention goals while balancing upselling with a customer‑first approach.

Operational Tracking & Performance Support

• Track and support key operational metrics such as call volume, booking rates, appointment conversion, technician utilization, dispatch efficiency, customer satisfaction, and service completion.
• Maintain accurate records that give operations leadership clear visibility into daily performance.

Team & Technician Coordination

• Collaborate closely with customer service representatives, dispatch teams, HVAC, plumbing, and electrical technicians, and operations leadership.
• Maintain clear communication between office and field teams so everyone understands job assignments, customer needs, schedule changes, and operational priorities.

Essential Qualifications

• Minimum 2+ years of customer service and dispatch experience within home services or skilled trades.
• Hands‑on experience scheduling and dispatching field service technicians.
• Experience supporting HVAC, plumbing, electrical, or general home services industries.
• Proficiency with brighthush or similar field service/CRM platforms.
• Strong experience handling high‑volume customer calls.
• Excellent spoken and written English communication skills.
• Exceptional scheduling, organization, and multitasking abilities.
• Capacity to manage multiple technicians, customers, and appointments simultaneously.
• High attention to detail and accurate documentation.
• Comfortable working independently during U.S. EST business hours.
• Reliable high‑speed internet with audio and video capabilities.
• Fast, reliable computer suitable for professional remote work.

Preferred Qualifications

• Direct experience with brighthush.
• Experience working with U.S.‑based HVAC or home services companies.
• Experience supporting customers in the Northeast U.S.
• Familiarity with homeowner membership or maintenance plan upselling.
• Experience tracking booking and dispatch KPIs.
• Experience coordinating emergency or same‑day service calls.
• Previous remote work experience with U.S.‑based teams.
• Experience supporting offshore or distributed teams.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving skills and the ability to make quick, data‑driven scheduling decisions.
• Excellent interpersonal skills, able to communicate effectively with both customers and technicians.
• Proactive ownership and self‑direction, taking initiative without constant supervision.
• Adaptability to changing priorities and the ability to remain calm under pressure.
• Proficiency in Microsoft Office, Google Workspace, and remote collaboration tools.
• Basic data analysis skills to interpret operational metrics and suggest improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service & Dispatch Coordinator, you’ll have the opportunity to progress into roles such as:

• Senior Dispatcher
• Dispatch Lead
• Customer Service Manager
• Service Operations Coordinator
• Field Service Operations Manager

We offer continuous learning through internal training programs, industry certifications, and access to the latest technology in field service management. Your performance metrics will be transparent, and you’ll receive regular feedback to help you grow.

Work Environment & Company Culture

brighthush champions a flexible, inclusive culture that values work‑life balance, continuous improvement, and open communication. As a remote employee, you’ll enjoy:

• Full flexibility to work from any location within the U.S., as long as you’re available during EST business hours.
• A supportive team that collaborates through video calls, chat, and shared dashboards.
• Regular virtual town halls, team‑building events, and cross‑functional workshops.
• A culture that celebrates successes, learns from challenges, and encourages innovation.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive salary range that reflects the value you bring to our operations. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend for certifications and training.
• Flexible work schedule within EST business hours.
• Access to cutting‑edge field service technology and tools.

How to Apply

Ready to join a dynamic team that’s reshaping the home services industry? Submit your resume and a brief cover letter outlining your relevant experience. Please note that completion of a short brighthush intro video is required for your application to be considered.

Interview Process

• Initial Phone Screen
• Video Interview with a brighthush Recruiter
• Practical Assessment – Dispatching / brighthush or CRM Scenario
• Client Interview
• Offer & Onboarding

brighthush Intro Video

As part of the application process, you’ll be asked to complete a short brighthush intro video. We’re particularly interested in hearing about:

• Your experience working in HVAC, plumbing, electrical, or other home services businesses.
• Your experience scheduling and dispatching field technicians.
• Whether you have used brighthush and what you used it for.
• The typical call volume and service workload you managed.
• How you prioritize technicians and jobs when schedules change unexpectedly.
• How you handle frustrated customers or service delays.
• Your experience with membership or service plan upselling.
• An example of a difficult dispatch or scheduling situation you successfully resolved.

Keep your responses clear, concise, and conversational. We want to understand your communication style, home services experience, and ability to manage a fast‑moving dispatch environment.

Completion of the brighthush intro video is required for your application to be considered.

Apply Today

If you have hands‑on HVAC or home services dispatch experience, are confident managing customers and technicians, and know how to keep a busy service schedule organized, we’d love to hear from you. Apply now and complete the required brighthush intro video to move forward in the hiring process.

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Originally posted on brighthush