Experience with Hiring Remote Dispatcher

May 22, 2025

by a searcher from Columbia University - Columbia Business School in New York, NY, USA

I've recently closed on an acquisition of a residential HVAC service and installation business and am curious if anyone with experience in home services has tried hiring remote positions for dispatchers and/or customer service representatives. We currently have a very light office meaning dispatch and CSR basically fall to the owner (me) or one other manager. I think the job could probably be done remotely with a competent hire, but I'm wondering if anyone has seen this done in practice or has tips on where to find this kind of remote talent. Thanks!

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Reply by a searcher
from Columbia University in Leesburg, VA, USA

Hi Greg, my two cents: it can work, but should it? Likely some home services you've bought were via a remote dispatcher and the job got scheduled and completed just fine. But that doesn't mean you should do it. Consider that as the new owner every move you make sends a signal to your existing employees about the culture you're building; about how you make decisions and set direction. A dispatcher is not just the face to your clients but also to your crew. They are the bridge between customer service intake and tactical scheduling; the bridge between potential revenue and actual revenue. If the dispatcher has no credibility with the crew things will be rough on your clients and in turn you when crew leaves. And if the crew and dispatcher never meet or lay eyes on each other because they are remote, or worse, offshore - then that's going to be tough credibility to build. Maybe call 25 different home services companies across several industries as a secret shopper and see how it feels as a client when you talk to them. Good luck!

Reply by a searcher
from Rutgers in Philadelphia, PA, USA

We have a home services business and our customer service team consists of: 1 American customer service manager, 2 Filipino dispatch/claims agents, and 5 Mexican customer service agents. DM me if you would like to discuss in more detail.

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