The role
Neon Link places experienced customer service dispatchers with US HVAC, plumbing, electrical and similar home services companies that run their office on a field service platform. During your shift you'll answer inbound calls, call back web leads and missed calls, book jobs, dispatch and reschedule technicians on the board, and confirm appointments. When the call is an emergency, a home with no heat, no cooling or water coming through the ceiling, you follow the client's priority rules and get a technician moving.
Between calls you'll follow up on open estimates and maintenance agreements, send membership renewal reminders and review requests, and keep job records clean in the client's field service platform. You quote only from the client's price book, leave diagnosis and custom pricing to the technicians, and don't cold call or work on site; an after-hours emergency line is part of the job only when the client's agreed schedule includes one.
It matters because in the trades a missed call is a job that goes to the next company on the list, and an idle truck is a day the owner pays for with nothing to invoice. You'll hear home addresses and gate codes and sometimes take card payments, so you keep customer details confidential under the client's rules. People do well here when they're warm and quick on the phone, think in arrival windows and drive times, and keep the board honest.
Day to day you'll take direction from the client's owner, office manager or dispatch lead, as part of their team, with Neon Link behind you. Before your first live call you're trained on the client's field service platform, price book, call script, service area and emergency rules.
What you'll do
- Answer inbound calls in the client's name, run the client's call script and intake questions, such as the equipment type and age, the symptom, access, pets and gate codes, and book the job straight onto the board with the lead source and everything the technician needs to know before arriving
- Call back missed calls, voicemails, web form and online booking requests, and leads from sources such as Google Local Services Ads, Angi or Thumbtack before a competitor does
- Dispatch and reschedule technicians by skill, service area, drive time and availability, and rebuild the day when a job runs long, a technician calls out or an urgent call comes in, by the client's rules
- Triage emergency calls during your shift, such as no heat, no cooling, a burst pipe or a dead panel, by the client's priority rules, and when a caller smells gas or sees sparks, send them to the utility or 911 first, then book the follow-up
- Keep customers and technicians in step: confirm the next day's appointments, send on-my-way and delay updates, rebook cancellations, and fill gaps on the board from the waitlist or open estimates
- Follow up with existing customers on unsold estimates and log the answer, so the owner knows which jobs are coming and which are not
- Explain the client's maintenance agreement or membership to callers who ask about it, remind members when it's due for renewal, and book the tune-ups and visits it includes
- Book warranty callbacks, calm unhappy customers and pass complaints to the owner by the client's rules, and send review requests after completed jobs through the client's software or review tool
- Quote prices only from the price book the client sets, take payments or send payment links inside the platform when the client asks, and route anything that needs a diagnosis or a custom price to a technician or the owner
- Clean up job and invoice records in the client's field service platform, such as ServiceTitan, Housecall Pro, Jobber or FieldEdge: close finished jobs, fill missing details, attach photos and flag invoices that don't match the work, then send the owner a short end of shift note and a weekly summary of calls booked, open estimates and agreements coming due
- Every call taken is booked, rescheduled or logged with a next step before the call ends, with your booking rate on qualified calls measured against targets set with the client
- Missed calls, voicemails and web leads that come in during your shift returned on the response time the owner sets
- A board that matches reality, with next-day jobs confirmed, gaps flagged or filled, and emergencies placed by the client's priority rules
- Every open estimate and agreement coming due followed up on the schedule the owner sets, with the result logged on the job
What you bring
- 2 or more years as a customer service rep (CSR), dispatcher or call taker for a US HVAC, plumbing, electrical or other home services company, on live inbound calls and a live dispatch board
- General BPO customer service or appointment setting alone doesn't count for this role, and neither does freight, trucking or delivery dispatch
- Hands on with at least one field service platform such as ServiceTitan, Housecall Pro, Jobber or FieldEdge, including booking, the dispatch board, the price book and memberships or service agreements
- Able to run a board with drive times, arrival windows and technician skills in your head at once, and calm with a customer whose heat, cooling or water is out
- Clear on the boundary: you book, dispatch and follow up; you don't diagnose equipment, price repairs outside the price book or cold call
- Accurate note taking while you talk, and typing at 45 words per minute or better
- Careful with customer and payment information: you treat home addresses, gate and lockbox codes and phone numbers as private, you take card details only inside the client's payment screen and never write them down, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear, warm spoken English for calls with US homeowners and technicians, and clear written English for job notes, texts and emails to customers
- Able to work the client's US business hours, a night shift that starts between 7pm and midnight Philippine time depending on the client's US time zone and the time of year, since most dispatch boards open between 7am and 8am their time, including a Saturday or weekend rotation when the client runs one
- Education: any bachelor's degree preferred, not required; relevant dispatch or call handling experience matters more
- Podium, Birdeye or another review and texting tool
- Service Fusion, QuickBooks or CompanyCam
- Membership or maintenance agreement renewals, including explaining a plan to a caller by the client's script
- Working knowledge of HVAC, plumbing or electrical terms, so you can take down a problem clearly for the technician
- A business phone system such as RingCentral, Dialpad or Aircall
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus two monitors, a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace with no background noise, where customer details can't be seen or overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 50,000 to 60,000 a month (about PHP 298 to 357 an hour). About USD 795 to 955 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- The client's US business hours (night shift in the Philippines), usually five days a week; many home services clients open Saturdays or run a weekend rotation for emergency calls, so your week may include a weekend day; exact shift and days set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.