Home Services Customer Service Dispatcher

The role

Neon Link places customer service dispatchers with US HVAC, plumbing and electrical companies. During your shift you'll answer inbound calls and book jobs, dispatch and reschedule technicians on the board, and confirm appointments. You'll follow up with existing customers on open estimates and maintenance agreements, send membership renewal reminders and review requests, and clean up job and invoice records in ServiceTitan, Housecall Pro, Jobber or FieldEdge. You quote only from the price book the client sets: diagnosing equipment problems and pricing repairs outside it stay with the technicians, and this role has no cold calling, no after-hours emergency line and no on-site work. It matters because in the trades a missed call is a job that goes to the next company on the list, and an idle truck is a day the owner pays for with nothing to invoice. People do well here when they're warm and quick on the phone, think in arrival windows and drive times, and keep the board honest. Day to day you'll work with the owner, office manager and technicians at one US client, as part of their team, with Neon Link behind you. When you apply, record the short voice introduction (about a minute) and use your cover note to name the field service software you've used and the most technicians you've dispatched at once. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Answer inbound calls during your shift in the client's name, book jobs straight onto the board and capture what the technician needs to know before arriving
• Dispatch and reschedule technicians on the board by skill, area and availability, and adjust the day when a job runs long or an urgent call comes in, by the client's rules
• Confirm the next day's appointments with each customer and rebook the ones that cancel
• Follow up with existing customers on open estimates and log the answer, so the owner knows which jobs are coming and which are not
• Remind members when their maintenance agreement or membership is due for renewal, and book the visits it includes
• Send review requests after completed jobs through the client's software or review tool
• Quote prices only from the price book the client sets, and route anything that needs a diagnosis or a custom price to a technician or the owner
• Clean up job and invoice records in ServiceTitan, Housecall Pro, Jobber or FieldEdge: close finished jobs, fill missing details and flag invoices that don't match the work
• Send the owner a short weekly summary of calls booked, open estimates and agreements coming due

What you bring

• 2 or more years as a customer service rep, dispatcher or call taker for a US HVAC, plumbing, electrical or other home services company
• Hands on with at least one field service platform such as ServiceTitan, Housecall Pro, Jobber or FieldEdge
• Clear, warm, confident English on the phone at B2 level or better, and calm with a customer whose heat, cooling or water is out
• Able to run a board with drive times, arrival windows and technician skills in your head at once
• Clear on the boundary: you book, dispatch and follow up; you don't diagnose equipment, price repairs outside the price book, cold call or take after-hours emergency calls
• Accurate note taking while you talk, and typing at 45 words per minute or better
• Able to work US business hours, a night shift that usually starts between 9pm and 1am Manila time depending on the client's time zone
• A quiet, private workspace with no background noise, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a noise canceling headset
• Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for customer and payment card data
• Education: any bachelor's degree preferred, not required; relevant dispatch or call handling experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.