Customer Service & Dispatch Coordinator - (HVAC & Trades)

Title: Customer Service & Dispatch Coordinator - (HVAC & Trades) - Pavago

URL Source: https://apply.workable.com/j/0B278B72AB

Markdown Content:

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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