Role Description Assist clients with booking, updating, and managing hotel reservations while delivering exceptional customer service—all from your home office. - Help clients choose and book hotel accommodations - Provide details on amenities, pricing, and availability - Manage reservation changes and maintain accurate records - Communicate professionally via phone, email, and messaging Qualifications - Strong communication and hospitality skills - Professional, detail-oriented, and self-motivated - Basic computer proficiency and reliable internet - Customer service or hospitality experience is a plus Benefits - Flexible remote schedule - Training and access to booking tools - Supportive team culture - Income-earning possibilities based on performance - Travel discounts and perks - $45,000 - $65,000 a year Company Description

Role Description We’re hiring a Customer Service Representative / Dispatcher to serve as the frontline point of contact for customers while ensuring efficient scheduling and dispatch coordination for service technicians. This is a fast-paced role that requires strong communication skills, excellent organization, and the ability to manage multiple priorities simultaneously. You will be responsible for: - Handling inbound customer inquiries - Scheduling appointments - Coordinating technician dispatches - Ensuring customers receive timely updates throughout the service process What You'll Be Doing - Customer Service & Client Communication - Answer inbound customer calls, messages, and service inquiries professionally and efficiently. - Provide customers with appointment availability, service updates, and general support. - Handle customer concerns with empathy while ensuring timely resolution or escalation when necessary. - Monitor and respond to customer messages across communication channels, including social media platforms. - Scheduling & Dispatch Coordination - Schedule service appointments accurately within ServiceTitan. - Coordinate technician schedules and dispatch technicians to job sites efficiently. - Manage appointment reschedules, cancellations, and schedule adjustments. - Ensure technicians receive complete and accurate job information before dispatch. - Service Operations Support - Review inbound calls and service requests to ensure all jobs are properly booked and assigned. - Maintain accurate customer records, notes, call dispositions, and follow-up tasks. - Monitor open service tickets and ensure nothing falls through the cracks. - Support daily operational workflows to improve service efficiency and customer satisfaction. - Administrative & Reporting Support - Maintain accurate documentation within ServiceTitan and internal systems. - Assist with reporting, tracking, and operational follow-up activities. - Support internal teams with administrative tasks related to customer service and dispatch operations. - Ensure all customer interactions and service updates are properly recorded. Qualifications - Previous experience in Customer Service and Dispatching roles. - Experience working within HVAC, Plumbing, Electrical, Home Services, or Trade Services industries. - Experience handling high-volume inbound customer calls. - Strong understanding of scheduling and dispatch coordination processes. - Experience managing emergency or urgent service requests. - Proficiency with ServiceTitan. - Strong working knowledge of Microsoft Excel and Google Sheets. - Excellent verbal and written English communication skills. - Strong attention to detail and organizational skills. - Ability to multitask and prioritize effectively in a fast-paced environment. Nice-to-Have - Experience supporting U.S.-based home service businesses. - Experience managing customer communications through social media channels. - Additional customer service or dispatch certifications. - Experience with CRM and service management platforms beyond ServiceTitan. Typical Day A typical day starts with reviewing incoming service requests, technician schedules, and open appointments. Throughout the day, you'll answer customer inquiries, coordinate dispatch schedules, manage reschedules and urgent requests, update customer records, and communicate with technicians to ensure efficient service delivery. You'll also review previous-day activities, maintain accurate documentation, and support ongoing operational needs to keep service workflows running smoothly. KPIs / Success Metrics - Appointment booking accuracy. - Technician schedule utilization. - Customer satisfaction and response times. - Call handling efficiency. - Dispatch accuracy and technician communication. - Timely follow-up and task completion. - Data accuracy within ServiceTitan and internal systems. Interview Process - Initial Screening Call - Skills & Experience Interview - Client Interview - Offer Stage

• Handle complex CX cases end-to-end through phone and email. • Be the human in AI-assisted retention when customer situations require empathy and context. • Support white-glove relationships for VIPs, consignment partners, rescues. • Set the quality bar for how Fi engages with its members. • Surface product and program insights to improve experiences for members. • Operate fluently in Zendesk and internal tools.

• Perform chat, email, and phone-based customer support • Perform technical support to assist customers in navigating and troubleshooting platform issues, leveraging AI tools to diagnose problems, surface solutions, and resolve issues more efficiently • Maintain a positive, empathetic, and professional attitude toward customers at all times • Resolve product or service questions and technical issues by asking clarifying questions, determining the root cause, selecting and explaining the best solution • Provide accurate, valid, and complete information to customers and internal stakeholders by using the right methods/tools • Provide product feedback and suggestions • Take on additional responsibilities and grow your career • Other operational and administrative duties as needed, based on business and customer needs