Remote Service Dispatcher - U.S. Residential Home Services

Join a Fast-Paced U.S. Home Service Company

DNA Air Duct Cleaning is a growing residential service company serving homeowners across Florida, USA. We are looking for a highly organized, proactive, and customer-focused Remote Service Dispatcher to become an integral part of our operations team.

This is not a general administrative role.

This is a fast-paced operations position where you'll coordinate technicians throughout the day, communicate with customers, optimize schedules, solve real-time scheduling challenges, and ensure every job is completed accurately from booking through completion.

If you thrive in a busy environment, enjoy solving operational challenges, and can confidently manage multiple priorities without sacrificing attention to detail, we'd love to hear from you.

About the Role

As our Remote Service Dispatcher, you will serve as the operational link between our customers, technicians, and office.

No two days are the same. Technician schedules change, emergency calls come in, customers require updates, leads need immediate attention, and operational priorities shift throughout the day. Your ability to think critically, communicate effectively, and make sound decisions will have a direct impact on customer satisfaction and the success of our daily operations.

We're looking for someone who takes ownership of their work, identifies problems proactively, and follows tasks through to completion without constant supervision.

Key Responsibilities

Customer Communication:

• Answer inbound customer calls professionally.
• Make outbound calls to customers and new leads.
• Explain our services, pricing, and booking process.
• Listen carefully to each customer's situation and determine the most appropriate service.
• Respond promptly to customer inquiries via phone, SMS, and email.
• Confirm appointments and provide customers with technician ETA updates.
• Handle customer concerns professionally and escalate issues when necessary.
• Follow up after completed services to ensure customer satisfaction.

Dispatch & Scheduling:

• Schedule service appointments efficiently.
• Review technician schedules throughout the day.
• Assign jobs based on technician skill set, location, availability, and route efficiency.
• Optimize technician routes to maximize productivity.
• Coordinate directly with technicians regarding schedule changes, delays, and customer updates.
• Reschedule appointments when necessary while minimizing operational disruption.

Lead Management:

• Respond immediately to new incoming leads from platforms such as Thumbtack and Google Local Services Ads (LSA).
• Maintain accurate lead records within the company CRM.
• Follow established follow-up procedures for leads that do not initially respond.

Administrative & Operational Support:

• Maintain accurate customer records within the scheduling system.
• Update internal tracking systems.
• Ensure completed jobs contain all required documentation.
• Follow up with technicians regarding missing estimates, invoices, photos, notes, or incomplete job information.
• Collect customer payments upon job completion.
• Follow up on outstanding balances.

Minimum Requirements

Applications that do not meet these minimum requirements are unlikely to progress.

• Minimum one (1) year of experience in dispatch, scheduling, service coordination, or coordinating a mobile workforce (technicians, installers, or service crews).
• Excellent spoken and written English.
• Professional telephone communication skills.
• Strong multitasking, organizational, and problem-solving abilities.
• Ability to remain calm and make sound decisions in a fast-paced operational environment.
• Strong computer literacy and the ability to learn new software quickly.
• Experience working with CRM, dispatch, scheduling, or field service software.
• Stable internet connection.
• Reliable backup power solution during power outages.
• Dedicated professional workspace free from excessive background noise and interruptions during working hours.
• Laptop or desktop computer suitable for remote work.
• Ability to work U.S. business hours (schedule to be discussed during the interview process).

Preferred Experience

Candidates with experience in one or more of the following industries are strongly encouraged to apply:

• HVAC
• Appliance Repair
• Plumbing
• Electrical Services
• Restoration Services
• Home Services
• Field Service Operations

Experience supporting technicians or coordinating a mobile workforce will be highly advantageous.

Who Will Succeed in This Role?

You'll likely enjoy this role if you:

• Enjoy solving operational problems under pressure.
• Stay calm when priorities change throughout the day.
• Can confidently manage multiple conversations and tasks simultaneously.
• Have exceptional attention to detail.
• Naturally take ownership of your work.
• Communicate professionally and confidently with customers.
• Enjoy coordinating people, schedules, and daily operations.
• Work well independently with minimal supervision.

This Role May Not Be Right for You If

This position is probably not a good fit if:

• You have only general administrative experience with no dispatch or service coordination background.
• You prefer repetitive administrative work over dynamic operational environments.
• You struggle to manage multiple competing priorities.
• You are uncomfortable speaking with customers throughout the day.
• You are unable to work during U.S. business hours.
• You do not have a reliable home office environment.

Communication Requirements

This position involves speaking with U.S. residential customers throughout the day.

Successful applicants must demonstrate clear, fluent, and professional spoken English that customers can easily understand over the telephone.

Excellent verbal communication forms an essential part of this role and will be assessed during the interview process.

Why Join DNA Air Duct Cleaning?

You'll become part of a growing U.S. home service company where your work has a direct impact on customer satisfaction and daily operations. This role offers the opportunity to work in a professional, fast-paced environment where strong operational skills are valued, trusted, and developed.

Compensation will be discussed during the interview process and will be based on relevant experience and qualifications.

Application Information

Due to the nature of this role, only applicants whose experience closely matches the requirements will be shortlisted. We encourage candidates to apply only if they meet the minimum experience requirements outlined above. Shortlisted candidates will be invited to participate in an interview, where communication skills and job-related competencies will be assessed.

Work Location: Remote