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., Service Titan, Jobber, Housecall Pro, Build Ops, 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.