Schedule:

• Full-time, specific schedule (5pm-9pm weekdays, 7am-5pm weekends)

Client Timezone: Mountain Time (MT)

Client Overview

Join a thriving HVAC and plumbing service company that’s experiencing rapid growth and expansion! This established service provider specializes in residential heating, cooling, and plumbing solutions, serving customers throughout Utah. The company operates with a strong focus on customer satisfaction and emergency response, ensuring homeowners get the critical services they need when systems fail. With a well-organized operational structure and modern dispatch technology, this is an opportunity to be part of a professional team that makes a real difference in people’s lives during their most stressful moments.

Job Description

Step into a dynamic role where you’ll be the reassuring voice customers hear during their most urgent HVAC and plumbing emergencies. As an After-Hours Customer Service Representative & Dispatcher, you’ll combine exceptional customer service with strategic dispatch coordination, becoming an essential bridge between distressed customers and skilled technicians. This position offers the unique opportunity to work independently while being fully supported by an experienced team, managing critical after-hours operations that keep homes comfortable and functional. You’ll master industry-leading software, develop expertise in emergency service coordination, and build meaningful relationships with both customers and field technicians in a fast-paced, rewarding environment.

Responsibilities

• Answer and manage incoming emergency service calls during critical after-hours periods when customers need help most
• Provide compassionate, professional customer service to homeowners experiencing urgent HVAC and plumbing issues
• Capture detailed customer information and service requests using Service Titan dispatch software
• Strategically coordinate and schedule technician visits by analyzing dispatch board logistics
• Conduct seamless daily handoff meetings with the lead dispatcher to ensure continuity of operations
• Manage the dispatch board efficiently, placing service calls and optimizing technician routes and schedules
• Coordinate directly with on-call field technicians to ensure rapid response to customer emergencies
• Maintain accurate records and data entry to support smooth business operations
• Represent the company brand with professionalism and empathy during high-stress customer interactions

Requirements

• Excellent English communication skills with a clear, friendly, and professional phone presence; preferably native or neutral accent.
• Proven customer service experience with demonstrated ability to handle challenging situations with grace
• Strong analytical and problem-solving skills to make logical dispatch board decisions
• Ability to empathize with customers experiencing stressful emergency situations while maintaining composure
• Experience with customer service software systems (Service Titan experience preferred but comprehensive training provided)
• Exceptional organizational skills and meticulous attention to detail for accurate data management
• Capability to work independently during after-hours shifts while maintaining high performance standards
• Reliable internet connection and quiet workspace for remote work environment
• Flexibility to work after-hours schedule including evenings and weekends when customers need emergency services most