Customer Service & Dispatch Coordinator HVAC & Trades

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

We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.

-based home services business.

This is not a basic support role — you are the operational hub of the business.
You will handle high-volume calls, schedule jobs, and ensure technicians are dispatched efficiently in real time.

If you thrive in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball — this role is built for you.

• Handle inbound calls, emails, and chats with professionalism and empathy

• Act as the primary point of contact from inquiry to job completion

• Provide proactive updates on:

  • Scheduling
  • Delays
  • Service changes

• Manage difficult or frustrated customers calmly while maintaining service quality

• Schedule and dispatch HVAC, plumbing, and electrical jobs

• Assign jobs based on:

  • Technician availability
  • Skillset
  • Location

• Maintain and optimize daily/weekly schedules

• Adjust dispatch plans in real time as jobs change

• Communicate continuously with field technicians

• Maintain accurate records in:

  • Service Titan
  • Or similar CRM/dispatch platforms

• Review:

  • Job notes
  • Invoices
  • Service documentation

• Ensure all interactions and updates are properly logged

• Track:

  • Call volume
  • Booking rates
  • Dispatch efficiency

• Introduce and explain membership/service plans
• Identify upsell opportunities where appropriate
• Support booking efficiency and customer retention

• Work closely with:

  • Customer service team
  • Dispatch team
  • Field technicians

• Ensure seamless service delivery across all touchpoints

• Improve workflows through clear internal communication

• You are customer-first but operations-driven
• You stay organized under pressure
• You can handle high call volumes without losing accuracy
• You are calm, resilient, and adaptable
• You take ownership and follow through on every task

• 2+ years experience in:

  • Customer service + dispatching
  • HVAC, plumbing, electrical, or home services industry

• Hands‑on experience scheduling and dispatching technicians

• Experience with:

  • Service Titan or similar tools

• Strong English communication (verbal + written)

• Ability to multitask and prioritize in real time

• High attention to detail and documentation accuracy

• Reliable internet and professional remote setup

• Experience with U.S.
  
  -based home services companies

• Familiarity with:

  • Membership plan upselling
  • Service agreements

• Experience working with remote/offshore teams

• Exposure to Northeast U.S. customer base

• Handle inbound customer calls and messages
• Schedule and dispatch service jobs
• Communicate with technicians throughout the day
• Adjust schedules based on real-time changes
• Update CRM records and job details
• Track performance and support operational KPIs

In short:
You ensure customers are taken care of and technicians are fully optimized.

• Call volume handled + booking conversion rate
• Schedule efficiency and technician utilization
• CRM accuracy and documentation quality
• Customer satisfaction and resolution speed
• Consistent follow-through on dispatch tasks

• High ownership and operational impact
• Direct influence on revenue and customer experience
• Fast‑paced environment (never boring)
• Clear KPIs and structured workflows
• Strong growth path into operations management

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