Seasoned Remote Dispatch & Customer Care Specialist – HVAC & Trades – High‑Volume Service Coordination & Customer Experience Excellence

About brighthush

brighthush is a trailblazing, U.S.‑based home services provider that delivers reliable, high‑quality HVAC and trade solutions to homeowners across the country. With a reputation for customer‑centric service, brighthush has grown rapidly by combining cutting‑edge technology, a passionate workforce, and a commitment to excellence. Our mission is simple: to make every homeowner’s experience seamless, transparent, and stress‑free.

As we expand our footprint, we’re looking for a dedicated Remote Dispatch & Customer Care Specialist to join our dynamic team. This role is pivotal in ensuring that every call, every ticket, and every service request is handled with precision, empathy, and efficiency. If you thrive in a fast‑paced environment, love problem‑solving, and are passionate about delivering top‑notch customer service, brighthush wants to hear from you.

Key Responsibilities

• High‑Volume Customer Communication: Manage inbound and outbound calls, emails, and chat inquiries from homeowners, contractors, and partners. Respond promptly, professionally, and with a solution‑focused mindset.
• Dispatch Coordination: Use our proprietary scheduling platform to assign technicians, optimize routes, and ensure timely service delivery. Monitor job status in real time and proactively address any bottlenecks.
• CRM Management: Maintain accurate, up‑to‑date customer records in our CRM system. Log interactions, follow‑ups, and service outcomes to support data‑driven decision making.
• Issue Resolution: Act as the first line of escalation for service complaints or technical issues. Collaborate with field teams, billing, and quality assurance to resolve problems swiftly and satisfactorily.
• Process Improvement: Identify recurring pain points in the dispatch workflow and propose actionable solutions. Work cross‑functionally with product, engineering, and operations to implement enhancements.
• Reporting & Analytics: Generate daily, weekly, and monthly reports on call volume, response times, technician utilization, and customer satisfaction metrics.
• Team Collaboration: Participate in daily stand‑ups, training sessions, and knowledge‑sharing meetings. Mentor new hires and share best practices to elevate team performance.
• Compliance & Safety: Ensure all dispatch activities adhere to company policies, industry regulations, and safety standards.

Essential Qualifications

• Minimum of 3 years of experience in a high‑volume customer service or dispatch role, preferably within HVAC, home services, or a related field.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and scheduling software.
• Exceptional verbal and written communication skills in English.
• Strong multitasking ability, with the capacity to juggle multiple conversations, tickets, and tasks simultaneously.
• Proactive problem‑solving mindset and a customer‑first attitude.
• Reliable internet connection, a quiet workspace, and a modern computer setup.
• Availability to work during U.S. business hours (Eastern Standard Time) in a remote capacity.

Preferred Qualifications

• Experience in the HVAC or home services industry.
• Knowledge of field service management tools and mobile dispatch applications.
• Background in data analysis or reporting.
• Experience with remote collaboration tools (Slack, Teams, Zoom).
• Previous exposure to a fast‑paced, high‑volume call center environment.

Core Skills & Competencies

• Customer Empathy: Ability to understand and anticipate customer needs, turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Prioritize tasks effectively to meet tight deadlines and maintain high service levels.
• Team Player: Collaborate seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Adaptability: Thrive in a constantly evolving environment, quickly adjusting to new processes or tools.
• Attention to Detail: Ensure accuracy in data entry, scheduling, and communication.

Career Growth & Learning Opportunities

• Clear career ladder: Dispatch Coordinator → Senior Dispatch Specialist → Dispatch Manager → Operations Lead.
• Access to continuous learning: monthly webinars, industry certifications, and skill‑building workshops.
• Mentorship programs pairing new hires with seasoned leaders.
• Opportunity to influence product development by providing frontline insights.
• Annual performance reviews with transparent feedback and growth plans.

Work Environment & Company Culture

• Fully remote, flexible schedule within U.S. business hours.
• Inclusive, collaborative culture that values diversity and innovation.
• Regular virtual team building events and quarterly all‑hands meetings.
• Open‑door communication policy: your voice matters.
• Commitment to work‑life balance: no “always on” expectations beyond scheduled hours.

Compensation, Perks & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching program.
• Generous paid time off (PTO) and holiday schedule.
• Unlimited learning budget for courses, certifications, and conferences.
• Monthly wellness stipend and access to virtual fitness classes.
• Employee referral program with attractive rewards.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that places homeowners at the heart of everything we do. Your work will directly impact the quality of life for thousands of families, ensuring they receive timely, reliable, and professional service. We celebrate innovation, encourage curiosity, and reward initiative. Whether you’re a seasoned dispatch professional or a customer service veteran looking for a new challenge, brighthush offers the platform to grow, learn, and make a real difference.

Ready to Join Us?

If you’re excited by the prospect of shaping the future of home services, delivering exceptional customer experiences, and working in a culture that values growth and collaboration, we want to hear from you. Apply today and become a key player in brighthush’s journey to redefine the HVAC and trade service landscape.