Dispatch & Customer Service Manager

Remote Dispatch & CSR Manager for a growing US HVAC and plumbing company (Central Texas). Work from home in Latin America, full-time, long-term.

Schedule:

Monday to Friday, 7:00 AM to 5:00 PM US Central Time
Pay: $2,500 USD per month, paid via Wise (independent contractor)

THE ROLE

You will own our dispatch board and customer service operation end to end. This is not an entry-level CSR seat. You will manage the daily flow of the business in Service Titan and be the voice of our company with Texas homeowners.

What you will do:

Answer inbound customer calls, book jobs, and convert calls into scheduled appointments
Manage the Service Titan dispatch board: assign and re-route technicians by skill, location, and job value
Prioritize demand calls vs. maintenance visits to maximize revenue per truck per day
Handle follow-ups: unsold estimates, memberships, happy calls, review requests
Communicate with technicians all day (arrival times, job changes, parts holds)
Resolve complaints calmly and escalate what needs the owner's eyes
Track KPIs: booking rate on serviceable calls, missed calls, follow-up completion, cancellation saves
Help build and document our CSR/dispatch playbook as we grow

REQUIREMENTS

Near-native spoken and written English (you are on the phone with US customers all day)
3+ years in customer service or dispatch, including 1+ year for a US home-services company (HVAC, plumbing, electrical, garage door, pest, or similar)
Hands-on Service Titan experience (or expert-level Housecall Pro/Field Edge and fast learner)
College degree
Quiet workspace and fast internet (25+ Mbps); backup power/internet a plus
Available 7 AM to 5 PM US Central Time, Monday to Friday

Nice to have:
Spanish fluency, experience training other CSRs, sales mindset.

WHY THIS ROLE

Top-of-market pay for the region, paid reliably in USD. Stable full-time, long-term engagement, not project work. Direct line to the owner and real authority over the dispatch operation. Growth path: as we scale, you build and lead the remote CSR team.

Shortlisted candidates will be asked for a short 2-3 minute video introduction in English.