ServiceTitan调度运营专员 - 自由职业，远程
ServiceTitan Dispatch Operations Specialist - Freelance, Remote
关于客户
我们的客户是一家位于科罗拉多州丹佛都会区的顶级商业维修公司，专注于暖通空调、冷区和热区厨房设备、制冰机及特殊家电的维修。他们在整个地区为知名餐厅、杂货店和其他标志性企业提供服务，并以提供“白手套”式、解决问题的客户服务体验而自豪。公司正在快速发展，重视与员工、客户和供应商建立长期关系。
为什么需要这个职位？
当餐厅或杂货店的设备出现故障时，每一分钟的停机时间都很重要——这个职位的存在就是为了确保每次客户都能得到快速、清晰且冷静的响应。调度运营专员是客户与现场技术人员之间的关键纽带：接收工单，通过公司的现场管理软件将工单分配给合适的技术人员，并在一天中日程发生变化时保持各方的信息同步。该职位的设立是为了保护公司在响应速度方面的声誉，确保没有客户的请求或技术人员的更新被遗漏，即使在一天中出现不可预测的情况。
你将带来的影响
调度安排
- 使用ServiceTitan（或其他类似现场管理软件）将客户工单调度到技术人员的工作板上
- 在紧急或当日任务到来时，高效地重新安排日程
- 根据需要协调轮班应急/待命服务
客户与技术人员沟通
- 向客户和技术人员清晰传达工单细节和期望
- 跟进客户到达时间并主动解决调度冲突
- 跟进技术人员确认工作完成情况并在现场管理系统的备注中记录
行政数据准确性
- 准确地将计费备注输入现场管理软件
- 按需查找并输入零件或设备信息
- 为每份工单维护整洁、有序且最新的记录
业务关系支持
- 与客户和技术人员建立良好的工作关系
- 在需要时支持更广泛的业务需求，这可能包括库存/价格输入、办公室或仓库整理，或分包商协调
- 在每一次互动中体现公司的“白手套”标准
技能、知识和专长
要求：
- 2年以上调度、排班或客户服务经验
查看英文原文
About the Client
Our client is a premier commercial repair company based in Denver Metro, Colorado, specializing in HVAC, cold-side and hot-side kitchen equipment, ice machines, and specialty appliances. They service well-known restaurants, grocery stores, and other marquee businesses across the region, and pride themselves on delivering a "white glove," solution-oriented customer experience. The company is growing and values long-lasting relationships with employees, customers, and vendors alike.
Why does this role exist?
When equipment breaks down for a restaurant or grocery store, every minute of downtime matters — and this role exists to make sure customers get a fast, clear, and calm response every time. The Dispatch Operations Specialist is the critical link between customers and field technicians: receiving work orders, routing them to the right technician through the company's field management software, and keeping everyone updated as schedules shift throughout the day. This person is hired to protect the company's reputation for responsiveness, ensuring no customer request or technician update falls through the cracks, even when the day gets unpredictable.
The Impact you’ll make
Dispatch Scheduling
- Dispatch customer work orders to technicians' job boards using ServiceTitan (or similar field management software)
- Efficiently re-route schedules throughout the day as urgent or same-day jobs come in
- Coordinate rotational emergency/on-call coverage as needed
Customer Technician Communication
- Communicate work order details and expectations clearly to both customers and technicians
- Follow up with customers on arrival times and resolve scheduling conflicts proactively
- Follow up with technicians to confirm jobs and notes are completed in the field management system
Administrative Data Accuracy
- Enter billing notes accurately into the field management system
- Look up and enter parts or equipment information as needed
- Maintain clean, organized, and up-to-date records for each work order
Relationship Business Support
- Build strong working relationships with customers and technicians
- Support broader business needs as they arise, which may include inventory/pricing input, office or warehouse organization, or sub-contractor coordination
- Represent the company's "white glove" standard in every interaction
Skills, Knowledge and Expertise
Required:
- 2+ years of dispatching, scheduling, or customer service experience in commercial HVAC or food service equipment repair — or comparable experience in the residential space
- Hands-on scheduling experience with field management software (ServiceTitan, mHelpDesk, Service Fusion, Field Edge, Housecall Pro, Jobber, or similar)
- Excellent English communication skills, written and verbal
- Proficiency with Google Suite and comfort navigating computer, tablet, and smartphone-based technology
Your superpowers are...
- Technical:
- Working knowledge of field management/dispatch software (ServiceTitan strongly preferred)
- Strong data entry accuracy, especially for billing and parts/equipment records
- Comfortable multitasking across multiple communication channels and live schedule changes
- Proficient in Google Suite and general office technology
- Soft skills / traits:
- Calm and courteous under pressure, even when the day gets hectic
- Highly dependable and self-sufficient, able to follow through with little to no supervision
- Sharp attention to detail and organization
- Natural relationship-builder with both customers and technicians
- Clear, confident communicator who can de-escalate and problem-solve in the moment
WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
You should apply if...
- You genuinely enjoy being the person who keeps a fast-moving day organized — juggling schedule changes, customer questions, and technician updates without losing your calm.
- You take pride in being dependable, the kind of person a team can hand something to and trust it'll get handled right, without needing to check in.
- You're comfortable being busy, you like solving problems on the spot, and you understand that a customer's trust is built in how quickly and clearly you respond when something goes wrong.
What to expect...Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
Working Hours:
- 40 hours per week
- 7:00 AM–3:00 PM MST or 9:00 AM–5:00 PM MST
Compensation:
- $7 per hour
- No benefits package included
Benefits
Originally posted on Himalayas