Job Description

Customer Service & Dispatch Coordinator (HVAC & Trades)

Position Type: Full-Time, Remote
Location: Remote (LATAM Preferred)
Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company.

This role is responsible for managing inbound customer communication, coordinating technician schedules, dispatching HVAC/plumbing/electrical jobs, and ensuring customers stay informed throughout the service process.

You will act as the communication bridge between customers, dispatch, and field technicians — helping ensure jobs are scheduled efficiently, service issues are resolved quickly, and operations run smoothly day-to-day.

This is not a passive customer support role. We’re looking for someone who thrives in high-volume environments, can multitask under pressure, and understands how scheduling efficiency directly impacts customer satisfaction and operational performance.

What You’ll Own

Customer Service & Communication

• Handle high-volume inbound customer calls, emails, and chats professionally and efficiently
• Serve as the main point of contact from initial inquiry through job completion
• Communicate service updates, delays, ETA changes, and scheduling adjustments proactively
• Resolve customer concerns calmly while maintaining a strong customer experience
• Maintain clear, professional, and empathetic communication across all interactions

Dispatching & Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service appointments
• Coordinate technician schedules based on availability, geography, urgency, and skill set
• Monitor active jobs throughout the day and adjust schedules in real time when needed
• Communicate continuously with technicians regarding assignments, updates, and schedule changes
• Maintain organized service calendars and dispatch workflows

CRM & Operational Coordination

• Maintain accurate customer records and service updates in ServiceTitan or similar CRM systems
• Review job notes, invoices, and service documentation for completeness and accuracy
• Ensure all customer communication and dispatch activity is logged correctly
• Track operational KPIs including booking rates, call volume, and scheduling efficiency
• Maintain organized records and clean dispatch documentation

Sales Support & Membership Upselling

• Explain homeowner membership plans or service programs when appropriate
• Support customer retention and recurring revenue initiatives
• Help maximize booking conversion opportunities through strong communication and follow-through

Team Collaboration & Workflow Support

• Coordinate closely with dispatchers, customer service representatives, and field technicians
• Support smooth communication between office operations and field teams
• Identify scheduling bottlenecks or workflow inefficiencies proactively
• Help improve operational organization and customer experience processes

What Makes You a Great Fit

• Customer-first mindset with strong communication skills
• Highly organized and detail-oriented under pressure
• Comfortable handling high call volume in fast-paced environments
• Calm, professional, and solutions-focused during scheduling issues or escalations
• Strong multitasker who can prioritize effectively throughout the day
• Process-driven with strong follow-through and accountability

Required Experience & Skills

• 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries
• Hands-on experience scheduling and dispatching field technicians
• Experience using ServiceTitan or similar field service management software
• Strong spoken and written English communication skills
• Ability to multitask and manage competing priorities efficiently
• High attention to detail and accurate documentation habits
• Reliable high-speed internet and professional remote setup
• Comfortable working U.S. business hours (EST)

Preferred Experience

• Experience working with U.S.-based home services companies
• Familiarity with homeowner memberships or maintenance plan upselling
• Experience supporting offshore or distributed teams
• Exposure to Northeast U.S. customer service environments
• Experience optimizing scheduling efficiency and technician utilization

What a Typical Day Looks Like

A Customer Service & Dispatch Coordinator’s day revolves around keeping customers informed and technicians productive. You will:
• Handle inbound customer calls and scheduling requests
• Dispatch technicians based on availability and priority
• Monitor active jobs and adjust schedules throughout the day
• Communicate with customers regarding updates, delays, and completion timelines
• Maintain accurate CRM and dispatch records
• Support operational KPIs through strong scheduling and communication execution
• Coordinate internally to ensure smooth service delivery

In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently.

Key Metrics for Success (KPIs)

• Call handling and booking conversion rates
• Schedule efficiency and technician utilization
• Accuracy and cleanliness of CRM/service records
• Customer satisfaction and issue resolution quality
• Timely dispatch execution and follow-through
• Reduced scheduling conflicts and missed appointments

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment (Dispatching / CRM Scenario)
• Client Interview
• Offer & Onboarding

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