Remote Dispatch & Customer Experience Lead - Home Services

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

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