​​​​​​CSR/DISPATCH REPRESENTATIVE

Type of contract: Full-Time (Independent Contractor)
Type of job: Remote
Working Hours: After-hours coverage (Evenings, Weekends, and Holidays as assigned)



About the Company:  The client operates in the plumbing, heating, ventilation, air-conditioning (HVAC), and electrical services industry

Key Responsibilities:

Customer Service

• Answer inbound after-hours calls from residential customers.
• Listen attentively and identify issues such as no heat, water leaks, or electrical outages.
• Book appointments and document details accurately in our Service Titan CRM.
• Deliver a calm, empathetic experience to customers who may be dealing with stressful situations.
• Represent the client's brand with professionalism and a positive, service-oriented attitude.

Dispatch

• Screen each call to determine if it qualifies as an emergency, using clear company criteria:
• Club Members (loyalty program customers).
• Warranty calls within 2 years of service.
• Dispatch the appropriate on-call technician (plumber, HVAC tech, or electrician).
• Coordinate jobs up to approximately 10:00 PM ET — emergencies beyond this time are logged for next-day follow-up.
• Dispatching is a simple CRM process (a few clicks, not complex routing).

Minimum Requirements:

Required:

• Previous customer service or call center experience.
• Excellent phone, listening, and communication skills.
• Calm under pressure and able to deliver empathy and assurance.
• Strong attention to detail and ability to follow process-driven workflows.
• Must have your own laptop/desktop and reliable high-speed internet.
• Quiet, professional workspace suitable for handling customer calls.

Preferred (Nice to Have):

• Experience using Service Titan or other CRM systems.
• Baseline understanding of home systems (e.g., plumbing fixtures, heating/cooling equipment, or electrical basics).

Work Schedule: This is an after-hours role that primarily covers evenings and weekends.
The typical schedule is:
Monday–Thursday: 4:30 PM – 10:00 PM ET
Friday: 3:00 PM – 10:00 PM ET
Saturday: 7:00 AM – 5:00 PM ET

Candidates should be comfortable with a flexible, after-hours schedule aligned with U.S. Eastern Time.