Dynamic Customer Service & Dispatch Coordinator – HVAC & Trades Operations Specialist – Remote (EST)

About brighthush

At brighthush, we’re redefining the way homeowners experience home services. With a nationwide footprint and a reputation for reliability, we connect customers with top‑tier HVAC, plumbing, and electrical technicians who deliver quality, safety, and peace of mind. Our mission is simple: make every home a haven by ensuring that every service call is handled with precision, professionalism, and a personal touch.

We’re a fast‑moving, tech‑driven organization that thrives on collaboration, continuous improvement, and a culture of ownership. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a platform where your ideas matter, your growth is accelerated, and your impact is measurable.

Why This Role Matters

The Customer Service & Dispatch Coordinator is the heartbeat of our operations. You’re the first point of contact for customers, the planner who aligns technician expertise with customer needs, and the real‑time problem solver who keeps the entire service network humming. In a world where customers expect instant answers and flawless execution, your role is pivotal in turning inquiries into satisfied, loyal clients.

Key Responsibilities

• Customer Communication (High Volume)
  • Handle inbound calls, emails, and live chat with professionalism, empathy, and a solution‑oriented mindset.
  • Serve as the primary point of contact from initial inquiry through job completion, ensuring a seamless customer journey.
  • Provide proactive updates on scheduling delays, service changes, and any other relevant information.
  • De-escalate difficult or frustrated customers calmly while maintaining service quality.
• Dispatching & Scheduling (Core Responsibility)
  • Schedule and dispatch HVAC, plumbing, and electrical jobs in real time, balancing technician availability, skillset, and location.
  • Maintain and optimize daily/weekly schedules, adjusting plans on the fly as jobs change.
  • Communicate continuously with field technicians, ensuring clarity and alignment.
  • Maintain accurate records in brighthush’s CRM/dispatch platform (formerly ServiceTitan).
  • Review job notes, invoices, and service documentation to guarantee completeness and compliance.
• Sales Support & Upselling
  • Introduce and explain membership/service plans to customers during the booking process.
  • Identify upsell opportunities where appropriate, contributing to revenue growth.
  • Support booking efficiency and customer retention through proactive communication.
• Cross‑Team Coordination
  • Collaborate closely with the customer service team, dispatch team, and field technicians to ensure seamless service delivery across all touchpoints.
  • Improve workflows through clear internal communication and process refinement.
• Performance Tracking & KPI Management
  • Track call volume, booking conversion rates, schedule efficiency, technician utilization, CRM accuracy, and customer satisfaction metrics.
  • Provide actionable insights to leadership to drive continuous improvement.

What Makes You a Strong Fit

• Customer‑first mindset combined with a strong operational focus.
• Exceptional organizational skills that shine under pressure.
• Ability to handle high call volumes without sacrificing accuracy.
• Calm, resilient, and adaptable demeanor in fast‑paced environments.
• Ownership mentality – you follow through on every task until completion.

Required Experience & Skills

• Minimum 2 years of experience in customer service and dispatching within the HVAC, plumbing, electrical, or broader home services industry.
• Hands‑on experience scheduling and dispatching technicians.
• Proficiency with brighthush’s CRM/dispatch platform (formerly ServiceTitan) or similar tools.
• Strong English communication skills (verbal and written).
• Ability to multitask, prioritize, and adapt in real time.
• High attention to detail and documentation accuracy.
• Reliable internet connection and a professional remote setup.

Nice to Have

• Experience with U.S.‑based home services companies.
• Familiarity with membership plan upselling and service agreements.
• Experience working with remote or offshore teams.
• Exposure to the Northeast U.S. customer base.

A Typical Day in Your Shoes

From the moment you log in, you’ll be juggling multiple responsibilities:

• Answer inbound customer calls and messages, providing quick, accurate information.
• Schedule and dispatch service jobs, ensuring the right technician meets the right customer at the right time.
• Communicate with technicians throughout the day, addressing any changes or challenges.
• Adjust schedules on the fly based on real‑time updates.
• Update CRM records and job details to maintain data integrity.
• Track performance metrics and support operational KPIs.

Key Performance Indicators (KPIs)

• Call volume handled and booking conversion rate.
• Schedule efficiency and technician utilization.
• CRM accuracy and documentation quality.
• Customer satisfaction and resolution speed.
• Consistent follow‑through on dispatch tasks.

Why This Role Stands Out

• High ownership and direct operational impact.
• Clear influence on revenue and customer experience.
• Fast‑paced, never‑boring environment.
• Structured workflows and measurable KPIs.
• Strong growth path into operations management.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Service & Dispatch Coordinator, you’ll have the chance to:

• Progress into senior dispatch roles, operations management, or customer experience leadership.
• Participate in cross‑functional projects that shape company strategy.
• Access continuous learning resources, including industry certifications, software training, and leadership development programs.
• Earn performance‑based bonuses and recognition awards.

Work Environment & Company Culture

Our remote-first culture means you can work from anywhere in the U.S. while staying connected to a vibrant, collaborative team. We value:

• Transparency and open communication.
• Work‑life balance, with flexible scheduling within U.S. business hours.
• Innovation, encouraging you to propose new ideas that improve processes.
• Recognition of achievements, both big and small.

Compensation, Perks, and Benefits

While specific figures vary by experience, we offer a competitive salary package that includes:

• Base salary plus performance bonuses tied to KPIs.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holiday schedule.
• Professional development stipend.
• Remote work stipend for home office setup.
• Employee wellness programs and mental health resources.

How to Apply

Ready to take the next step in your career? Join brighthush and become the operational hub that keeps our customers and technicians connected. Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can elevate our service excellence.

Interview Process

• Initial phone screen with a brighthush recruiter.
• Video interview to assess your customer service approach and dispatching strategy.
• Practical assessment: a real‑time dispatching/CRM scenario.
• Client interview with senior leadership.
• Offer and onboarding.

We’re excited to meet the next member of our team who shares our passion for exceptional service and operational excellence. Apply today and help us keep homes running smoothly, one call at a time.