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.