Dynamic Customer Service & Dispatch Specialist – Home Services Operations, Scheduling & Growth Excellence at brighthush

About brighthush

brighthush is a forward‑thinking business and growth operations firm that empowers home‑service owners to scale with confidence. We specialize in designing, building, and staffing end‑to‑end revenue operations, so shop owners can focus on what they do best—delivering exceptional service—while we handle the systems, processes, and people that keep the business running smoothly.

Our mission is simple: leave every employee, client, and partner in a better position than we found them. We do this by combining data‑driven insights, cutting‑edge technology, and a people‑first culture that values collaboration, continuous learning, and measurable impact.

Why Join brighthush?

• Be the catalyst behind the growth of small and medium‑sized home‑service businesses.
• Work in a fully remote, people‑first environment that prioritizes professional development and work‑life balance.
• Enjoy a comprehensive benefits package that includes health, life, vision, and dental coverage, paid time off, and performance‑based bonuses.
• Contribute to a culture that celebrates partnership, service excellence, and shared success.

Who We Serve

Our clients are family‑owned and owner‑operated home‑service companies—plumbing, HVAC, electrical, and more—operating on leading field‑service platforms such as Housecall Pro, ServiceTitan, and Jobber. We equip them with the operational infrastructure and talent they need to run day‑to‑day operations, freeing them to focus on field development, sales, and long‑term growth.

Key Responsibilities

• Answer inbound calls and schedule appointments using Housecall Pro or equivalent platforms (ServiceTitan, Jobber).
• Handle overflow and after‑hours customer inquiries with professionalism and empathy.
• Manage customer calls through VoIP tools (e.g., RingCentral, AT&T Office@Hand) and coordinate with internal teams.
• Follow company scripts and prompts to ensure a consistent, smooth booking experience.
• Ask diagnostic questions related to plumbing, HVAC, or other home‑service trades to capture accurate job details for dispatch.
• Maintain detailed, accurate customer records in the CRM system.
• Support lead tracking via marketing dashboards (e.g., Scorpion, Chirp) where applicable.
• Complete additional administrative tasks as needed to keep operations running efficiently.

Performance Expectations & KPIs

• Respond to leads within 5 minutes.
• Answer at least 95% of incoming calls (missed calls
• Book at least 70% of qualified inbound calls into a job.
• Close at least 85% of booked estimates (excluding cancellations).
• Assign a technician to every booked job within 5 minutes.
• Ensure technicians arrive on time for at least 85% of jobs.
• Follow the booking and scheduling process correctly in Housecall Pro at least 95% of the time.
• Keep same‑day reschedules and cancellations under 8 per week.
• Score at least 8 out of 10 on call quality reviews.

Essential Qualifications

• Minimum 2 years of customer service experience, preferably in HVAC, plumbing, or another home‑services trade.
• Familiarity with Housecall Pro or similar dispatching/scheduling software (ServiceTitan, Jobber).
• Strong verbal and written English communication skills.
• Ability to multitask and manage high call volumes while maintaining professionalism.
• Comfortable working with VoIP systems and lead tracking software.

Preferred Qualifications (Nice to Have)

• Prior experience in the plumbing or HVAC industry.
• Experience with objection handling or win‑back calls.
• Knowledge of field‑service platforms beyond Housecall Pro.
• Experience in a remote, distributed team environment.

Skills & Competencies for Success

• Exceptional customer‑centric mindset with a passion for problem‑solving.
• Strong organizational skills and attention to detail.
• Proficiency in CRM and scheduling tools.
• Adaptability and resilience in a fast‑paced, high‑volume environment.
• Team player who thrives in a collaborative, remote culture.
• Data‑driven mindset: comfortable reviewing metrics and using insights to improve performance.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service & Dispatch Specialist, you’ll have access to:

• Structured onboarding and continuous training programs that cover industry best practices, advanced CRM techniques, and soft‑skill development.
• Mentorship from senior operations leaders who share their expertise and guide your professional journey.
• Clear career pathways into roles such as Operations Manager, Field‑Service Coordinator, or Business Development Lead.
• Opportunities to lead process improvement projects, contributing directly to the efficiency and profitability of our clients.
• Regular performance reviews that provide actionable feedback and set measurable goals for advancement.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, respect, and continuous improvement. Our remote team operates with:

• Weekly virtual stand‑ups and monthly all‑hands meetings to keep everyone aligned.
• Open communication channels (Slack, Teams) that encourage collaboration across time zones.
• Flexible work hours that accommodate personal commitments while meeting business needs.
• A commitment to mental and physical well‑being, including access to wellness resources and virtual fitness classes.
• Celebrations of milestones, both personal and professional, to foster a sense of belonging.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive package that includes:

• Base salary up to $1,450 per month, commensurate with experience.
• Guaranteed annual bonus equivalent to one month’s salary.
• Performance‑based annual bonus up to 1.5x one month’s salary, contingent on quarterly performance scores.
• Comprehensive health benefits covering medical, dental, vision, and life insurance for you and your dependents.
• Paid time off (PTO) of 16 days per year, plus holidays.
• Professional development stipend to support courses, certifications, and conferences.
• Access to a company‑wide wellness program and mental health resources.

How to Apply

Ready to make a tangible impact on the growth of home‑service businesses? Click the link below to submit your application and join the brighthush team.

Apply to this Job

Closing Statement

At brighthush, we’re not just building operations—we’re building careers. If you’re a customer‑service professional with a passion for the home‑services industry, a knack for efficient dispatch, and a desire to grow within a supportive, remote environment, we want to hear from you. Join us and help shape the future of home‑service excellence.