Seasoned Remote Customer Service & Dispatch Coordinator – HVAC, Plumbing & Electrical Operations Specialist – U.S. East Coast – Join brighthush

Welcome to brighthush – Where Service Meets Innovation

At brighthush, we’re redefining the home‑services landscape by blending cutting‑edge technology with a people‑first philosophy. Our mission is simple: deliver reliable, high‑quality HVAC, plumbing, and electrical solutions that keep homes comfortable, safe, and energy‑efficient. With a growing network of skilled technicians and a customer‑centric culture, we’re on a mission to become the most trusted name in residential service across the United States.

As a remote‑first organization, brighthush empowers our teams to work from anywhere while staying connected through a suite of collaborative tools. We celebrate diversity, encourage continuous learning, and reward performance with clear career pathways and competitive benefits. If you’re passionate about customer experience, thrive in fast‑paced environments, and want to make a tangible impact on people’s daily lives, brighthush is the place for you.

Why This Role Stands Out

High Ownership & Impact

You’ll be the operational hub, directly influencing revenue, customer satisfaction, and technician productivity.

Fast‑Paced, Dynamic Environment

No two days are the same – you’ll juggle high‑volume calls, real‑time scheduling, and evolving field conditions.

Clear KPIs & Structured Workflows

Your performance will be measured against transparent metrics, ensuring you see the direct results of your efforts.

Growth Pathways

Demonstrate leadership and operational excellence, and you’ll be positioned for roles in Operations Management, Field Service Leadership, or Business Development.

Role Overview

As the

Customer Service & Dispatch Coordinator

at brighthush, you will serve as the linchpin between our customers and our field technicians. Your day will involve managing inbound communications, orchestrating job schedules, and ensuring that every service call is handled with precision and care. You’ll be the voice of brighthush, the planner of our field operations, and the guardian of our service quality.

Key Responsibilities

Customer Communication (High Volume)

• Handle inbound calls, emails, and live chats with professionalism and empathy.
• Act as the primary point of contact from initial inquiry to job completion.
• Provide proactive updates on scheduling, delays, and service changes.
• De‑escalate difficult or frustrated customers while maintaining service quality.

Dispatching & Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical jobs in real time.
• Assign jobs based on technician availability, skillset, and geographic location.
• Maintain and optimize daily/weekly schedules, adjusting plans as jobs evolve.
• Communicate continuously with field technicians to confirm assignments and resolve on‑the‑spot issues.

CRM & Service Operations Management

• Maintain accurate records in ServiceTitan (or equivalent CRM/dispatch platform).
• Review job notes, invoices, and service documentation to ensure completeness.
• Track call volume, booking rates, and dispatch efficiency to inform operational decisions.
• Log all interactions and updates to preserve a single source of truth.

Sales Support & Upselling

• Introduce and explain membership and service plans to customers.
• Identify upsell opportunities that align with customer needs and company goals.
• Support booking efficiency and customer retention through proactive engagement.

Cross‑Team Coordination

• Collaborate closely with the customer service team, dispatch team, and field technicians.
• Ensure seamless service delivery across all touchpoints.
• Improve workflows through clear internal communication and process refinement.

Essential Qualifications

• Minimum 2 years of experience in customer service and dispatching within the HVAC, plumbing, electrical, or home services industry.
• Hands‑on experience scheduling and dispatching technicians in a high‑volume environment.
• Proficiency with ServiceTitan or similar CRM/dispatch platforms.
• Strong verbal and written English communication skills.
• Exceptional multitasking and prioritization abilities in real time.
• High attention to detail and commitment to documentation accuracy.
• Reliable internet connection and a professional remote setup.

Preferred Qualifications

• Experience with U.S.‑based home services companies.
• Familiarity with membersh