Customer Service & Dispatch Operations Manager

To apply, kindly submit your resume in English. Please note that applications submitted in any other language will not be considered.

Candidates are also expected to research Kajae prior to applying and before participating in the interview process.

We highly value preparation, initiative, and genuine interest in our company, services, and mission. Selected candidates may also be required to complete assessments or evaluations as part of the hiring process.

Who we are:

Kajae is a premium staff augmentation company that connects top global talents to thriving US companies and clients offering fully remote opportunities. Our team hails from over 27 different countries, with the majority coming from the Philippines and Latin America. We pride ourselves on our tight-knit culture and strong bonds, despite working remotely across diverse timezones.

About the Client

Our client is a U.S.-based heating, ventilation, and air conditioning (HVAC) service company providing residential heating and cooling solutions. The company focuses on delivering reliable service, maintaining strong customer relationships, and coordinating skilled technicians to ensure homeowners receive timely, professional assistance.

About the Role

Our client is seeking a Customer Service & Dispatch Operations Manager to take ownership of customer communications, appointment coordination, technician scheduling, and daily service operations.

This is a highly hands-on, customer-facing role requiring exceptional communication skills, strong organizational abilities, and a proactive approach to managing service requests from initial customer contact through appointment completion. You will communicate directly with customers, gather information about their heating and cooling needs, coordinate with technicians, confirm appointments, and ensure customers remain informed throughout the service process.

As part of the management team, you will also be expected to identify opportunities for improvement, contribute ideas, and independently take ownership of your responsibilities.

The ideal candidate is cheerful, professional, highly efficient, and genuinely passionate about providing outstanding customer service. You should be exceptionally organized, anticipate what needs to happen next, and ensure that customers, technicians, and management remain informed without requiring constant follow-up.

Responsibilities

• Serve as a primary point of contact for customers, handling incoming and outgoing phone calls, appointment inquiries, and service-related communications.

• Proactively contact customers to confirm appointments, communicate scheduling details, and provide service updates.

• Gather accurate information about customer concerns, equipment issues, service needs, and appointment requirements.

• Evaluate customer requests and determine the most appropriate technician to assign based on the nature of the service needed.

• Coordinate technician assignments, service schedules, and appointment availability to support efficient daily operations.

• Communicate directly with technicians through phone calls and text messages to coordinate jobs, clarify service requirements, and provide updates.

• Maintain consistent communication between customers and technicians throughout the service process.

• Follow up with customers regarding appointment changes, technician availability, scheduling adjustments, and other service-related matters.

• Manage customer information, appointments, technician assignments, and service workflows within ServiceTitan.

• Ensure customer records, scheduling information, and service details are accurate and consistently updated.

• Monitor upcoming appointments and proactively identify scheduling conflicts, communication gaps, or potential service delays.

• Resolve customer questions and service concerns professionally while maintaining a positive customer experience.

• Maintain a cheerful, helpful, and professional communication style, particularly when assisting older customers or individuals who may have difficulty hearing.

• Support customer engagement and respond to relevant interactions through the company's Facebook presence.

• Collaborate with technicians, leadership, and other team members to ensure smooth daily service operations.

• Maintain accountability for assigned tasks and proactively follow up until outstanding issues are resolved.

• Identify opportunities to improve customer communication, scheduling efficiency, technician coordination, and overall service operations.

• Contribute ideas and recommendations during management discussions to strengthen operational performance and customer satisfaction.

• Take full ownership of daily responsibilities and independently address issues before they become larger problems.

• Help maintain a highly responsive, organized, and customer-focused service environment.

Requirements

• 3+ years of professional experience in customer service operations, dispatch coordination, service scheduling, customer support management, or a closely related role.

• Experience handling direct customer communication through phone calls, text messages, and other service channels.

• Strong experience coordinating appointments, managing schedules, and communicating with field service technicians or operational teams.

• Ability to gather customer information, evaluate service requests, and make sound decisions regarding technician assignments.

• Exceptional spoken and written English proficiency, with clear pronunciation and a highly understandable speaking style suitable for frequent phone communication with customers, including older adults and individuals with hearing difficulties.

• Strong customer service orientation with a consistently cheerful, professional, patient, and helpful communication style.

• Experience using customer management, scheduling, dispatch, or field service management software.

• Ability to quickly learn and confidently operate ServiceTitan for customer records, appointment scheduling, technician coordination, and service workflows.

• Excellent organizational skills with the ability to manage multiple appointments, customer requests, and technician communications simultaneously.

• Strong attention to detail when collecting customer information, scheduling appointments, and updating service records.

• Demonstrated ability to independently take ownership of responsibilities and proactively follow up on outstanding tasks.

• Strong judgment and problem-solving skills with the ability to make practical decisions in a fast-paced service environment.

• Ability to communicate confidently and professionally with customers, technicians, and company leadership.

• Proven ability to remain calm, patient, and solution-oriented when handling customer concerns or scheduling challenges.

• Proactive mindset with a willingness to contribute ideas and recommend operational improvements.

• Strong accountability, reliability, and commitment to maintaining high customer service standards.

• Ability to work effectively as part of a remote team while maintaining consistent communication and responsiveness.

• Must be available to work Monday through Friday, 8:00 AM to 4:00 PM U.S. Mountain Time.

Bonus Experience

• Direct experience using ServiceTitan within an HVAC, plumbing, electrical, or other home services business.

• Experience coordinating technician dispatch and field service appointments.

• Experience working within the HVAC industry or another residential service environment.

• Experience supporting customer service operations for businesses serving primarily residential customers.

• Experience handling Facebook customer engagement or social media inquiries for a service-based company.

• Experience participating in management discussions and contributing operational improvement ideas.

• Experience improving customer service workflows, appointment confirmation processes, or dispatch coordination.

• Experience managing customer communication and service scheduling independently in a high-volume environment.

Benefits:

Competitive salary – paid in USD - Receive your compensation in US dollars, providing stability and global value for your hard work.

100% fully remote setup - Work from anywhere in the world—permanently. Enjoy the freedom and flexibility of a remote role while staying close to what matters most. No more commuting hassles, and more time for life’s important moments.

Healthy work-life balance - We prioritize your well-being. Through regular check-ins during your first few months, we offer ongoing support and career guidance. We also ensure you’re partnered with top-tier clients in a positive, healthy work environment.

Health insurance - Get covered starting your third month with us—your health and peace of mind matter.

Mental health support - Our in-house mental health professional is available to ensure you have access to the emotional and psychological support you need to thrive.

Referral bonuses - Know someone great? Refer them and earn up to USD 100 for every successful hire.

Fun virtual events - We host monthly virtual events filled with games, holiday celebrations, and exciting prizes. It’s a great way to connect and recharge as a team.

Kajae Spotlight bonus - Exceptional performance is recognized through our Kajae Spotlight program, where top performers earn cash rewards.

Kajae Tribe and rewards platform - Engage with the whole team through our internal social platform and earn coins for participating. Use them to bid in our lively auctions for prizes like AirPods, Apple Watches, Starbucks gift cards, shopping or experience vouchers, and more.

Continuing education opportunities - Access 100% free online courses through our university partners in the US. Earn academic credits that can go toward a Master’s or Graduate Degree—completely on us.

All-expense paid summits - Top performers and tenured team members may qualify to attend our exclusive annual summits. So far, we’ve held summits in Palawan, Bohol, and Boracay (Philippines), Cusco (Peru), and Punta Cana (Dominican Republic).