Service Dispatcher

Role Summary: CRP is hiring a remote Service Dispatcher based in Mexico to coordinate daily field operations for electrical work (with a focus on panel upgrades and related service calls). This role owns schedule execution—assigning crews, confirming customer readiness, coordinating materials/permits status with internal teams, and keeping jobs moving efficiently across California. Key Responsibilities Daily Dispatch & Scheduling Build and manage daily/weekly schedules for service technicians and crews across assigned territories. Dispatch jobs in real time, adjusting for job duration changes, cancellations, emergencies, and traffic/travel constraints. Confirm job readiness before dispatch (customer access, scope confirmed, required documents/permits status, materials availability). Coordinate same-day changes with technicians, customers, and internal teams to minimize downtime. Customer & Field Communication Serve as the primary communication hub between customers and field teams. Call/text/email customers to confirm appointment windows, access instructions, shutoff requirements, and safety considerations. Provide professional updates when ETAs change and reschedule when needed while protecting productivity and customer satisfaction. De-escalate basic customer concerns and route complex issues to supervisors/PMs. Job Readiness & Documentation Handshake Coordinate with permitting/compliance admin teams to verify: permit status, inspection requirements, and any lender/insurance documentation needed. Ensure technicians have correct job details: address, contacts, scope notes, photos, equipment needs, special instructions. Capture and log field updates: start/stop times, job status changes, required follow-ups, return trips, and inspection scheduling needs. Operational Tracking & Reporting Maintain accurate job status in company systems (CRM/field service/project management platform). Track KPIs such as on-time arrival, schedule attainment, repeat visits, cancellation rate, and daily completed jobs. Identify bottlenecks (materials delays, permitting holds, access issues) and escalate early. After-Hours / Overflow Support (as needed) Support overflow scheduling, next-day prep, and emergency calls based on defined coverage. Required Qualifications 2+ years of dispatch experience in home services, construction trades, electrical/HVAC/plumbing, or field operations. Strong English communication (customers and teams in California). Spanish fluency required. Excellent multitasking under pressure: comfortable managing high call/message volume and frequent schedule changes. Strong computer skills: CRM/dispatch boards, Google Workspace/Microsoft 365, messaging tools (Slack/Teams), and spreadsheets. Ability to overlap with California (Pacific Time) business hours. Preferred Qualifications Electrical services experience (panel upgrades a plus). Familiarity with job readiness dependencies (materials, permits/inspections, utility coordination). Experience with field service platforms (e.g., ServiceTitan, Jobber, Housecall Pro, BuildOps, or similar). Experience supporting multi-crew operations across multiple cities/counties. What Success Looks Like (KPIs) High schedule attainment (minimal idle time, smart routing, balanced workloads). Strong on-time performance and proactive customer communication. Lower cancellation/reschedule rates through readiness checks and confirmations. Clean job notes and accurate status updates for operations visibility. Work Arrangement Remote (Mexico). Reliable high-speed internet, headset, and quiet work environment required. Schedule aligned to Pacific Time with defined shifts. Compensation Competitive, based on experience; performance-based incentives available. Nice-to-Have Personal Traits Calm, decisive, and customer-friendly. Process-driven (uses checklists, follows SOPs, documents everything). Strong sense of urgency without sacrificing accuracy.