Customer Service & Dispatch Coordinator - (HVAC & Trades)

Pavago; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Pavago is seeking a Customer Service & Dispatch Coordinator to manage high-volume inquiries and coordinate field service operations for a U.S.-based home services business. This role is remote (EST hours) and you will be the operational hub, handling calls, scheduling jobs, and dispatching technicians in real time.

You will own customer communication, dispatching, CRM updates, and order accuracy, work with the service team, and identify upsell opportunities to improve scheduling efficiency and

Qualifications

• 2+ years experience in customer service and dispatching.
• Experience with HVAC, plumbing, or home services.
• Hands-on experience scheduling and dispatching technicians.
• Experience with ServiceTitan 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.

Responsibilities

• 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, and service changes.
• Manage difficult customers calmly while maintaining service quality.
• Schedule and dispatch HVAC, plumbing, and electrical jobs.
• Assign jobs based on technician availability, skillset, and location.
• Maintain and optimize daily/weekly schedules; adjust dispatch plans in real time.
• Communicate continuously with field technicians.
• Maintain accurate records in ServiceTitan or similar platforms.
• Review job notes, invoices, and service documentation; ensure proper logging.
• Track call volume, booking rates, and dispatch efficiency.
• Identify upsell opportunities and support membership/service plan adoption.
• Work with customer service, dispatch, and field teams to ensure seamless service delivery.
• Improve workflows through clear internal communication.

Skills

Customer service

Dispatching

English communication

Multitasking

Detail oriented

Remote setup

Tools

ServiceTitan

Job description

Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST

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

About the Role

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.

What You’ll Own

Customer Communication (High Volume)

• 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

Dispatching & Scheduling (Core Responsibility)

• 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

CRM & Service Operations Management

• Maintain accurate records in:

  • ServiceTitan
  • 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

Sales Support & Upselling

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

Cross-Team Coordination

• Work closely with:

  • Customer service team
  • Dispatch team
  • Field technicians

• Ensure seamless service delivery across all touchpoints

• Improve workflows through clear internal communication

What Makes You a Strong Fit

• 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

Required Experience & Skills

• 2+ years experience in:

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

• Hands‑on experience scheduling and dispatching technicians

• Experience with:

  • ServiceTitan 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

Nice to Have

• 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

What a Typical Day Looks Like

• 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.

Key Metrics (KPIs)

• 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

Why This Role Stands Out

• 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

Interview Process

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