Service Dispatcher - Mexico - Castellan Real Estate Partners

    Castellan Real Estate Partners
    Castellan Real Estate Partners Mexico

    hace 2 días

    Descripción

    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.
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